ChatGPT and Pi AI under the Microscope: Artificial Empathy for Enhancing Digital Customer Service
Year: 2025
Type: conference-paper
Abstract: Digital customer service provided through artificial empathy AI chatbots, particularly when designed with empathetic characteristics, constitutes a significant factor for eliciting positive customer responses and perceptions. However, can today's consumers perceive empathy features embedded within a chatbot that serves them, and concurrently, is it feasible for an AI chatbot to offer personalized and individualized service? Many advancements in technologies such as machine learning have dramatically increased the penetration of chatbots in the digital landscape and everyday customer service interactions. AI chatbots, have considered as popular digital business tools, enhancing employee productivity, and improving customer service effectiveness. This research investigates the extent to which consumers perceive empathy in AI chatbots and explores whether the chatbots involved in this study can effectively contribute to delivering personalized service. This research investigates the extent to which consumers perceive artificial empathy in AI chatbots and explores whether the chatbots involved in this study can effectively contribute to delivering personalized service.
Authors: Dimos Nanos, Georgios Lappas
Institution: University of Western Macedonia
Language: English
Topic: AI in Service Interactions
Subfield: Artificial Intelligence
Field: Computer Science
Domain: Physical Sciences
Open Access status: gold
OpenAlex ID: W4414277127