hand with phone and graphics Ironically, the situations in which customers use chatbots are ones often fraught with anxiety, such as dealing with health, insurance, or finance. (Photo: Shutterstock)

People experience anxiety around money issues, such as financial services and health insurance. And while they look for advice from others in such situations, says a paper from the Harvard Business School, being responded to by a chatbot instead of a human can drive their anxiety even higher.

Yet if given the choice of talking to a human or a chatbot, most opt for the bot—despite the fact that their very anxiety surrounding the situation in which they find themselves (the situation that is prompting their quest for advice) has a negative effect on customer choice satisfaction, firm trust and long-term engagement.

Complete your profile to continue reading and get FREE access to BenefitsPRO.com, part of your ALM digital membership.

Your access to unlimited BenefitsPRO.com content isn’t changing.
Once you are an ALM digital member, you’ll receive:

  • Critical BenefitsPRO.com information including cutting edge post-reform success strategies, access to educational webcasts and videos, resources from industry leaders, and informative Newsletters.
  • Exclusive discounts on ALM, BenefitsPRO magazine and BenefitsPRO.com events.
  • Access to other award-winning ALM websites including ThinkAdvisor.com and Law.com

Already have an account?


NOT FOR REPRINT

© 2023 ALM Global, LLC, All Rights Reserved. Request academic re-use from www.copyright.com. All other uses, submit a request to [email protected]. For more information visit Asset & Logo Licensing.

Marlene Satter

Marlene Y. Satter has worked in and written about the financial industry for decades.

More from this author

BenefitsPRO

Join BenefitsPRO

Don’t miss crucial news and insights you need to navigate the shifting employee benefits industry. Join BenefitsPRO.com now!

  • Unlimited access to BenefitsPRO.com - your roadmap to thriving in a disrupted environment
  • Access to other award-winning ALM websites including ThinkAdvisor.com and Law.com
  • Exclusive discounts on BenefitsPRO.com and ALM events.

Already have an account? Sign In Now
Join BenefitsPRO

Copyright © 2023 ALM Global, LLC. All Rights Reserved.