Happy chatbots don’t improve customer service b/c being cheerful doesn’t necessarily improve customer service. It’s a nice bonus, but really what improves custo

Happy chatbots don’t improve customer service b/c being cheerful doesn’t necessarily improve customer service. It’s a nice bonus, but really what improves customer service is taking the time to make the customer feel like you understand whatever problem they are having. Being cheerful/happy/blah blah is a nice bonus, however really what makes you walk away feeling good is a feeling of being understood. A chat bot can answer questions, but it’s a lot harder to make it understand your individual situation. Source: rebooking passengers after delayed/canceled flights.