Fixing Chatbots Requires Psychology, Not Technology (McKinlay et al 2025) | FT50 HBR

English Podcast starts at 00:00:12Bengali Podcast starts at 00:20:01🎙️ Welcome to another episode of Revise and Resubmit! 🎙️The podcast where academic brilliance meets real-world impact—and we dig deep into the research that’s shaping tomorrow’s headlines.💡 Today’s paper? It’s not just smart—it’s paradigm-shifting. And it’s coming straight out of the Harvard Business Review, one of the most prestigious journals on the planet and proudly part of the elite FT50 list. That means when these scholars talk, the business world listens. 👂📈So, what’s on the docket? A game-changing article titled:👉 “Fixing Chatbots Requires Psychology, Not Technology” 👈Now, wait. Psychology? Not tech? You heard that right. While everyone else is busy fine-tuning their AI algorithms and upgrading their chatbots like they’re assembling the next Iron Man suit 🤖🛠️, this paper dares to ask:What if the real problem with chatbots… is how we think about them?🧠 Enter our authors:Thomas McKinlay, founder of Science Says, the go-to source for translating cutting-edge marketing research into real-world action.Stefano Puntoni, marketing professor at Wharton and co-director of Wharton Human-AI Research—a thought leader at the intersection of behavioral science and AI.Serkan Saka, assistant professor at San José State University and a master at turning consumer behavior research into executive-ready insights.Together, they unpack why your chatbot might be leaving customers cold—and how simple psychological cues can warm things up fast 🔥.From transparency to tone, from trust to timing, this episode will give you six research-backed moves to make your AI assistant less like a robot… and more like a brand ambassador. 🧍‍♂️✨So here’s the question:If better AI isn’t the answer to better customer service… what is?Stick around, get curious, and take notes. This is not just a paper—it’s a new playbook.📢 Huge thanks to the authors—Thomas McKinlay, Stefano Puntoni, and Serkan Saka—and to Harvard Business School Publishing for bringing this vital research to life. 🙌And hey! Before you go fix your chatbot—or your customer experience—don’t forget to subscribe to Revise and Resubmit 🎧 on Spotify, Apple Podcast, and even Amazon Prime! And for more engaging takes on academic research, hit up our YouTube channel 👉 Weekend Researcher. 🎥✨Because the best ideas shouldn’t stay locked in journals. They should start conversations. 🗣️💥Let’s revise. Let’s resubmit. Let’s rethink everything.ReferenceMcKinlay, T., Stefano Puntoni, & Saka, S. (2025, May 12). Fixing Chatbots Requires Psychology, Not Technology. Harvard Business Review. https://hbr.org/2025/05/fixing-chatbots-requires-psychology-not-technologyYoutube Channel⁠https://www.youtube.com/@weekendresearcher⁠Support us on Patreonhttps://patreon.com/weekendresearcher