Experiment

Advancements in robotics and artificial intelligence are paving the way for retailers to employ physical robots in assisting consumers …

It is difficult to completely avoid conversational breakdowns in customer–chatbot interaction, resulting in frustrated and dissatisfied customers. To address this problem, we design and evaluate more effective repair strategies (e.g., human employee involvement, more specific repair messages) and test their impact in the field with real customers.

Robo-advisors promise to offer professional financial advice to private households at low cost. However, the automation of financial …