Chatbots in customer service: Good idea or bad?

Charlotte van Hooijdonk and Christine Liebrecht wrote an opinion piece for Dutch newspaper AD about their research on customer service chatbots. Due to shortages on the labor market, companies are having difficulties to find staff for their customer service. Chatbots may seem like the solution, but they are not very client-minded yet, according to Liebrecht and van Hooijdonk.

The full article can be read on here.