Strategies to Improve How People Feel about Chatbots
- Asma Asad
- Oct 24
- 2 min read
AI chatbots are everywhere - they handle product inquiries, refunds, complaints -and increasingly define how customers perceive your brand. But here’s the problem: while 85% of service leaders are investing in AI chatbots, 77% of customers still find them frustrating, and nearly 9 in 10 would rather talk to a human. The industry’s response? Build smarter models.
The real solution? Understand human psychology. Harvard Business Review recently highlighted six evidence- based strategies that can transform how people feel about AI chatbots - and, ultimately, how much they buy and trust through them.
• Label your chatbot as “constantly learning” - Customers are more likely to trust and follow an AI’s advice when it’s framed as improving over time. “Constantly learning” feels alive and adaptive - like a new employee who’s getting better with every interaction. Static phrases like “last updated in 2023” do the opposite - they make the bot sound obsolete.
• Prove your chatbot’s accuracy - People don’t want technical explanations - they want proof.
Show your chatbot’s real- world results: “Handled 4,500 queries today with 94% accuracy.”
“98% of customers found this helpful.” Just as a product testimonial beats a spec sheet, outcomes inspire trust far more than algorithms.
• Use flattery - carefully - A touch of personal acknowledgment can boost persuasion by 12%. “This purse fits your elegant style.” But beware: if it feels too human or manipulative, it backfires. Flattery should sound objective and natural - like a compliment from a professional, not a friend.
• Behave like a person to reduce fraud - Customers are 35% more likely to lie to chatbots than to human agents. Why? Talking to a machine feels impersonal - it lowers guilt. Adding small human cues (“Oh, I see!” / “That’s frustrating!”) restores a sense of connection and cuts unethical behavior by nearly 20%.
• Stick to the point with angry or hurried customers - Empathy doesn’t always help. When customers are stressed or pressed for time, clarity beats warmth. A concise, machine-like response reduces frustration, while “human” small talk just raises expectations the bot can’t meet.
• Deliver good news like a human - When sharing positive outcomes - approvals, refunds, upgrades - a warm, human tone amplifies joy. “Hi, I’m Ava - great news! You’ve qualified for our premium program.” People attribute the win to themselves, and your brand earns the glow.
The takeaway - The next leap in chatbot performance won’t come from better LLMs or more parameters. It will come from understanding people - how they trust, feel, and make decisions. Your chatbot isn’t just a support tool. It’s your brand ambassador, your digital face, and the moment of truth for every new customer.
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