A study exploits field experiment data on over 6,200 customers who are randomized to receive highly structured outbound sales calls from chatbots or human workers. Results suggest that undisclosed chatbots are as effective as proficient workers and four times more effective than inexperienced workers in engendering customer purchases.
Researchers found that the bots could match more experienced human salespeople and even outperform some of the less experienced ones. When customers were made aware of the bot’s presence, they often became curt, which ultimately led to a whopping 80 percent drop in sales. Researchers concluded that customers’ perceptions of AI will most likely improve as they encounter more chatbots and have more positive interactions.
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https://www.fox.temple.edu/wp-content/uploads/2019/07/AI_chatbot.GBM_.pdf