Why Customer Service Chatbots Should Sound Like Humans Not Robots

Lucas and Luna explore a counterintuitive finding from a 2025 Journal of Marketing study: customers actually prefer chatbots that use natural, human-like language with occasional typos and fillers like 'um' over perfectly polished, robotic responses. They break down why this works — the concept of 'social presence' and how imperfection signals authenticity — and discuss how companies like Klarna and Delta are implementing conversational AI that feels less transactional. The episode also touches on when human-like tone backfires, like in high-stakes financial complaints. A practical look at the science behind service tone. #CustomerService #Chatbots #AI #ConversationalAI #CustomerExperience #ServiceQuality #Business #FexingoBusiness #BusinessPodcast #JournalOfMarketing #Klarna #Delta #SocialPresence #HumanLikeAI #Retention #Loyalty #ServiceTone #Imperfection Keep every episode free: buymeacoffee.com/fexingo