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If it feels like customer service chatbots are everywhere, it’s because they are. The worldwide chatbot market has grown from US$370 million in 2017 to about US$2.2 billion in 2024. But customers trust human customer service representatives more than they trust AI chatbots, writes Vivek Astvansh, an Associate Professor of Quantitative Marketing and Analytics at ºÚÁÏÉç Desautels. Astvansh used machine learning AI to analyze more than 500,000 interactions between chatbots and customers, and found that human agents were better able to follow customers language than AI chatbots were. Human agents also mirrored the language of customers better than AI chatbots did, and when they did, customers responded more quickly and more frequently.