When consumers would prefer a chatbot over a person

Actually, sometimes consumers don’t want to talk to a real person when they’re shopping online, a new study suggests. In fact, what they really want is a chatbot that makes it clear that it is not human at all. In a new study, researchers at The Ohio State University found that people preferred interacting with chatbots when they felt embarrassed about what they were buying online—items like antidiarrheal medicine or, for some people, skin care products. “In general, research shows people would rather interact with a human customer service agent Read More