AI vs Humans: Transforming Customer Service

This chapter examines a field experiment where an AI chatbot was tested against human agents in a call center, exploring its effectiveness in customer interactions and sales. It also highlights the impact of AI on employee creativity and job satisfaction, urging companies to rethink job designs to foster innovation and protect workers' welfare.

Transcript

Play full episode

The AI-powered Podcast Player

Save insights by tapping your headphones, chat with episodes, discover the best highlights - and more!

Get the app