> The results across the studies show that using positive emotion in chatbots is challenging because businesses don’t know a customer’s biases and expectations going into the interaction. A happy chatbot could lead to an unhappy customer.
I don't think chatbots count as customer service, and the idea of a "happy chatbot" is nonsense, since the bot isn't happy or sad, it's a script. It's an interface to a set of FAQs. That does not count as customer service any more than a searchable FAQ or documentation site is customer service. It's useful, but it's not customer service, it's a way to avoid paying people who can provide customer service.
I don't think chatbots count as customer service, and the idea of a "happy chatbot" is nonsense, since the bot isn't happy or sad, it's a script. It's an interface to a set of FAQs. That does not count as customer service any more than a searchable FAQ or documentation site is customer service. It's useful, but it's not customer service, it's a way to avoid paying people who can provide customer service.