More businesses are letting AI make decisions that directly affect customers, including how they handle complaints. But does a bot apology land the same way as a person's?

Alexander Eng, Associate Professor at Asia School of Business, tells us what an effective AI-powered complaints system should actually look like, from giving customers a real channel to flag or push back on a decision, to the mistake recognition and acknowledgements that customers want to hear. 

More businesses are letting AI make decisions that directly affect customers, including how they handle complaints. But does a bot apology land the same way as a person's?Alexander Eng, Associate Professor at Asia School of Business, tells us what an effective AI-powered complaints system should actually look like, from giving customers a real channel to flag or push back on a decision, to the mistake recognition and acknowledgements that customers want to hear.&nbsp;

Helping you navigate the ever-changing universe of business, from headlines to the bottom line

Helping you navigate the ever-changing universe of business, from headlines to the bottom line