Joy, fear and sadness: these are just some of the emotions hotel guests feel when they encounter a customer services robot during their hotel stay.
That’s according to researchers who extracted a sample of 9,707 customer reviews from Ctrip and TripAdvisor. They found the majority of customers have a positive experience with robots.
The feeling of “joy” was felt by more than 60 percent of customers when dealing with robots in a customer service role, based on a new study from the Durham Uni
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