Why Complain to a Chatbot?
Tuomi, Aarni; Ascenção, Mário Passos (2024)
Haaga-Helia ammattikorkeakoulu
2024
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi-fe202501216020
https://urn.fi/URN:NBN:fi-fe202501216020
Tiivistelmä
Digitalization has changed the way businesses handle complaints. A growing trend among millennials is the preference for voicing grievances through automated or partly automated chat agents instead of traditional customer service representatives or call centres.
As part of Haaga-Helia’s HosByte: Smart Omnichannel Sales in Hospitality Sector -project, we wanted to delve deeper into the nuances of handling customer complaints via an automated or part-automated chat interface. Consultants and researchers alike seem to argue that this shift is more than just a matter of convenience; it reflects deeper psychological and social factors (Finneman, Ivory & Marchessou 2017)
As part of Haaga-Helia’s HosByte: Smart Omnichannel Sales in Hospitality Sector -project, we wanted to delve deeper into the nuances of handling customer complaints via an automated or part-automated chat interface. Consultants and researchers alike seem to argue that this shift is more than just a matter of convenience; it reflects deeper psychological and social factors (Finneman, Ivory & Marchessou 2017)