Virendra Singh Rawat The Indian Institute of Management (IIM), Lucknow researchers have explored how chatbots used by Online Travel Agencies (OTAs) should apologise to customers for service failures. Published in the Asia Pacific Journal of Tourism Research, the study, co-authored by Prof Mehra and her research scholar Rishab Chauhan, examines whether chatbots should use concrete … Continue reading IIM Lucknow unboxes ‘chatbot apology’ templates