science1 distinct publisher
Typing to a chatbot left upset customers more relieved than talking to a voicebot
Two studies from one team suggest frustrated customers gain something from the slowness of typing, awkward timing for the banks and postal services scaling humanlike voice agents. Both measure self-reported feeling rather than resolved tickets.
Publishers:phys.org
Reality
- Evidence44
- Adoption30
- Hype gap+22
- Incentives66