Chatbots, friend or foe?, featuring Xueming Luo

Chatbots are currently utilized by many well-known companies including Amazon, Domino’s Pizza, American Eagle and Facebook to support a number of tasks including taking orders, providing recommendations, as well as used in customer service and other conversational interactions with customers. But what do customers really think of chatbots, and how do they compare to their human counterparts? Joining me for this episode to provide some insight into the impact of chatbot technology is Xueming Luo of Temple University, whose study “Frontiers: Machines vs. Humans: The Impact of Artificial Intelligence Chatbot Disclosure on Customer Purchases,” was recently published in the INFORMS journal Marketing Science.