Anthropomorphizing Chatbots and Negative Outcomes

The speaker discusses their research on why anthropomorphizing a chatbot and thinking of it as more human-like can result in negative outcomes. They explain that angry customers were even angrier when interacting with a chatbot that was perceived as more human-like. The chapter also discusses the evolving expectations and interactions with chatbots, suggesting that as chatbots become more sophisticated, they may be able to understand and respond to emotions, leading to more effective interactions.