265: The impact of impolite chatbot behavior on a company's customer service reputation (with Michelle Avery of WillowTree, a TELUS International Company)

In this episode, David Rubinstein, editor-in-chief of SD Times, speaks with Michelle Avery, group VP of AI at WillowTree, a TELUS International Company, about a recent survey the company did on rude chatbots.

Key talking points include: 

• What we mean by "rude bot behavior"
• What goes into creating a chatbot that is polite
• How organizations can measure politeness of a chatbot
• On the flip side, humans can be rude to bots too