What kind of apology by chatbots to get customer trust is the best? IIM Lucknow studied

New Delhi, 9 February (PTI) An IIM Lucknow studies, online travel agencies (OTA) forgiveness, make customers for service failures, showing that the use of “solid language” is the use of big failures and ” The abstract language should be done for “. For minor issues.

Published in Asia Pacific Journal of Tourism Research, study, co-writer by Payal Mehra, Professor and Research Scholar in IIM Lucknow, Rishab Chauhan, checks how the language used for forgiveness affects customer acceptance and forgiveness.

Mehra said that a concrete apology can be said, “We apologize for delay in processing your booking. Your 100 USD refund will be credited within three commercial days” while an abstract waiver can simply say , “We apologize for delay. You will return. Should be given credit soon”.

Research checks on forgiving customers to forgive service failures and what kind of apology is more effective. Researchers conducted three comprehensive studies to assess customers’ reactions to various apologies styles.

Participants interacted with chatbots designed using the “Bot Penguin” platform, which were programmed to offer abstract or solid forgiveness after a fake service failure. Using advanced research techniques such as confirmation factor analysis, researchers ensured that the conclusions were applied to reliable and real -world conditions.

The results showed that solid language is more effective in obtaining customer forgiveness for important failures, while abstract language is more suitable for minor issues.

Mehra told PTI, “While much research has focused on traditional customer service channels such as phone calls or face-to-face conversations, this study is to check how the chatbot language affects the customer forgiveness in the context of the language OTA Is, “Mehra told PTI.

The study found that customers priorities for the language of forgiveness were not affected by the type of service-the service was joyful or useful.

Research also said that honesty and sympathy is important in chatbot communication. When customers feel that the company actually cares for resolving its issues, they are more likely to forgive. A solid waiver, which includes specific details about the resolution, expresses a sense of honesty, it said.

Conclusions suggest that by using solid, personal and clear language in chatbot waiver, customer increases forgiveness, enhances satisfaction and word-mouth.

“Chatbots should adopt an intangible waiver style for minor issues, avoid unnecessary details by assuring customers of commitment to their satisfaction. For more important problems, for more important problems, a solid waiver is more effective, providing details And emphasize the company’s efforts to prevent recurrence.

“These findings have implications beyond the OTA region, such as industries such as retail, banking, healthcare and telecom. Research team suggests that future research can detect the impact of chatbot forgiveness in various cultures and service fields and Other language can check styles in customer service.