{"id":904149,"date":"2025-02-10T08:18:28","date_gmt":"2025-02-10T02:48:28","guid":{"rendered":"https:\/\/telecomlive.in\/web\/?p=904149"},"modified":"2025-02-10T08:30:45","modified_gmt":"2025-02-10T03:00:45","slug":"how-should-chatbots-say-sorry-if-your-online-booking-delayed-iim-lucknow-carries-out-study","status":"publish","type":"post","link":"https:\/\/telecomlive.in\/web\/2025\/02\/10\/how-should-chatbots-say-sorry-if-your-online-booking-delayed-iim-lucknow-carries-out-study\/","title":{"rendered":"How should chatbots say sorry if your online booking delayed? IIM Lucknow carries out study"},"content":{"rendered":"<p>An IIM Lucknow study, examining the kind of apologies chatbots of online travel agencies (OTA) make to customers for service failures, showed that &#8220;concrete language&#8221; should be used for big failures and &#8220;abstract language&#8221; for minor issues. <\/p>\n<p>Published in the Asia Pacific Journal of Tourism Research, the study, co-authored by Payal Mehra, Professor at IIM Lucknow and research scholar Rishab Chauhan, examines how language used for apologies impacts customer acceptance and forgiveness.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>An IIM Lucknow study, examining the kind of apologies chatbots of online travel agencies (OTA) make to customers for service failures, showed that &#8220;concrete language&#8221; should be used for big failures and &#8220;abstract language&#8221; for minor issues. Published in the Asia Pacific Journal of Tourism Research, the study, co-authored by Payal Mehra, Professor at IIM Lucknow and research scholar Rishab Chauhan, examines how language used for apologies impacts customer acceptance and forgiveness.<\/p>\n","protected":false},"author":8,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[83,4,22],"tags":[],"class_list":["post-904149","post","type-post","status-publish","format-standard","hentry","category-it-2-the-telegraph","category-newspapers","category-the-telegraph"],"acf":[],"_links":{"self":[{"href":"https:\/\/telecomlive.in\/web\/wp-json\/wp\/v2\/posts\/904149","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/telecomlive.in\/web\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/telecomlive.in\/web\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/telecomlive.in\/web\/wp-json\/wp\/v2\/users\/8"}],"replies":[{"embeddable":true,"href":"https:\/\/telecomlive.in\/web\/wp-json\/wp\/v2\/comments?post=904149"}],"version-history":[{"count":0,"href":"https:\/\/telecomlive.in\/web\/wp-json\/wp\/v2\/posts\/904149\/revisions"}],"wp:attachment":[{"href":"https:\/\/telecomlive.in\/web\/wp-json\/wp\/v2\/media?parent=904149"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/telecomlive.in\/web\/wp-json\/wp\/v2\/categories?post=904149"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/telecomlive.in\/web\/wp-json\/wp\/v2\/tags?post=904149"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}