The first and the best thing a bot can do to help is to admit it’s one.
Bot creators name and design bots to mimic a human agent experience.
This anthropomorphism can backfire.
Studies suggest that as many as 20% of call center interactions involve hostile, angry, complaining customers.
Humanizing bots led to false perceptions.
Customers felt like their expectations are violated, leading to decreased satisfaction.
The more a bot resembled a human, the more it expected to solve their problem!
Reducing a bot’s humanlike traits is shown to have tempered the effects.
Bot or human, Owning up to who you are is a great start.
Beat that imposter syndrome!