From frustration to collaboration: Redefining conversational AI in customer service

Activity: Talk or presentation types › Invited talk › Scientific

Description

The digitalization of society has shifted customer interactions with organizations from traditional methods to online platforms. As digital channels grew, scalability challenges emerged, prompting organizations to adopt self-service technologies, including conversational AI (chatbots), to reduce costs and improve efficiency. Chatbots offer benefits like 24/7 availability and immediate responses. However, the technology does not live up to its full potential yet. Currently, both customers and customer service employees perceive their conversations with conversational AI in customer service as unnatural and not cooperative. In the Smooth Operator project, Christine Liebrecht and Charlotte van Hooijdonk examine which factors contribute to the experience of conversational AI as personal and cooperative communication partners by both service employees and customers.
Period2025
Event titleEtmaal van de Communicatiewetenschap 2025
Event typeConference
LocationBelgiumShow on map
Degree of RecognitionNational

Keywords

  • customer service chatbots