When consumers would prefer a chatbot over a person

Actually, sometimes consumers don’t want to talk to a real person when they’re shopping online, a new study suggests. In fact, what they really want is a chatbot that makes it clear that it is not human at all. In a new study, researchers found that people preferred interacting with chatbots when they felt embarrassed about what they were buying online — items like antidiarrheal medicine or, for some people, skin care products.

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