When service robots make mistakes, it is not only important whether customers receive compensation. The robot’s voice can also shape how the situation is perceived. A human-like voice can make customers feel more supported after a service failure. This is the finding of a study by the Chair of Value Based Marketing at the University of Augsburg, published in the Journal of Business Research. The findings are relevant for companies that use service robots and similar AI-based systems.
Human-like robot voices boost customer support after mistakes, five experiments show
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