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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.

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Marlene Satter

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

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