Our center has been awarded a significant Swiss National Science Foundation (SNF) grant to investigate the potential of generative chatbots in customer service interactions, exploring their performance against human agents and traditional chatbots.
In a major boost to our AI Center’s research capabilities, one of our leading researchers has secured a prestigious grant from the Swiss National Science Foundation (SNF) for a cutting-edge study on generative chatbots. This grant will fund an extensive research project aimed at revolutionizing our understanding of AI-driven customer interactions.
The funded research addresses crucial gaps in current marketing literature regarding the application and perception of generative chatbots. Unlike their predecessors, these advanced AI models can provide novel, context-aware responses, potentially transforming customer service landscapes across various industries.
Key aspects of the research include:
- Comparative analysis of generative chatbots against human service agents and traditional chatbots in both positive and negative interaction scenarios.
- Investigation of optimal handover strategies between AI and human agents.
- Exploration of advanced adaptation strategies for generative chatbots, including personality matching, language style alignment, empathy, and social orientation.
The study will employ state-of-the-art text analysis techniques derived from large language models to evaluate these strategies’ effectiveness. This approach promises to yield insights that could significantly enhance the design and deployment of AI in customer-facing roles.
While primarily focused on marketing applications, the implications of this research extend far beyond. The findings could inform the development of AI tutors, healthcare assistants, and mental health support systems, contributing to the broader societal impact of AI technologies.
This grant not only recognizes the innovative work being conducted at our Center for AI Value but also positions us at the forefront of research into generative AI applications. The outcomes of this study are expected to provide valuable insights for both academia and industry, potentially shaping the future of human-AI interactions.
We look forward to sharing updates on this exciting project as it progresses, reinforcing our commitment to advancing the field of artificial intelligence and its practical applications in everyday life.