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Cheerful Chatbots Do Not Necessarily Improve Customer Service
Georgia Tech Research
December 21, 2022
Chatbots displaying positive emotions do not always improve customer service, according to Georgia Institute of Technology (Georgia Tech) researchers. Chatbots expressing emotion used positive emotional adjectives such as "excited," "delighted," "happy," or "glad," and deployed more exclamation points. One analysis revealed that positive emotion was more beneficial when expressed by human agents rather than bots. A second study found participants appreciated positive chatbots more in communal rather than transactional exchanges, and a final analysis found customers who expect emotional chatbots tend to react positively to them. ... '
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