As reported by Techxplore , a new study published in MIS Quarterly finds that when AI chatbots express empathy during a service failure, it can actually make things worse for customers, not better. The research team from McGill University, University of South Florida, and Hong Kong Baptist University ran three separate experiments, where participants interacted with a service chatbot that made mistakes. In some cases, the chatbot responded with empathetic phrases such as “I really feel...
