Balanced level of humanised AI design in chatbots enhances customer trust, comfort: B-school research

A balanced level of humanised Artificial Intelligence (AI) design in chatbots enhances customer comfort and trust, while excessive human resemblance can cause discomfort, a new research by the Goa Institute of Management (GIM) has found.

The research has studied customer behaviour towards Artificial Intelligence enabled service agents, including as chatbots, digital assistants and service robots.

Conducted in collaboration with researchers from Cochin University of Science and Technology (CUSAT), Kerala, the findings of this research have been…