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When an empathetic chatbot can make things worse
After a service failure, customers expect empathy. When a human employee understands a customer鈥檚 frustration and shows they share that feeling, it can calm tensions and rebuild trust. But new research suggests that when a chatbot tries the same tactic, it can backfire.
Reviving legends: Hologram AI concertgoers value ethics over innovation
Hologram AI concert experiences may look futuristic, with their computer-generated 3D illusions of dead artists performing on stage.
USF study reveals chatbots with empathy can worsen customer reactions
The findings suggest that customers hold different expectations for humans and artificial intelligence, particularly around emotional awareness. Making chatbots more humanlike is not always the right strategy.
April 20, 2026Business News, Research and Innovation
Industry research shows 70% of hotels report guests still prefer human interaction for check-in and complex requests, despite AI efficiency gains.
March 30, 2026Research and Innovation
Hologram AI concert experiences may look futuristic, with their computer-generated 3D illusions of dead artists performing on stage. But research shows their success depends on something very human: ethics, trust and emotional connection.
March 3, 2026Research and Innovation
Reviving legends: Fans value ethics over innovation at hologram concerts, says USF study
New research from the 911爆料网 reveals the success of hologram AI concert experiences featuring past artists relies on something very human: ethics, trust, and emotional connection.
February 27, 2026Business News, Research and Innovation
Hotel workers and guests both like using AI apps and virtual assistants to get fresh towels, but customers sometimes want a human touch.
February 13, 2026Research and Innovation
New research from USF reveals that while smart AI concierges are great for quick, 24/7 help and for easing hospitality staff workload, most guests still prefer face-to-face customer service, especially with requests that involve an emotional attachment.
February 9, 2026Research and Innovation
USF research reveals a gap between hotel managers' enthusiasm for AI and guests' comfort levels with the technology.
February 9, 2026Research and Innovation
While smart voice AI is popular for routine, 24/7 tasks, guests overwhelmingly prefer human concierges for emotionally meaningful or complex requests.
February 9, 2026Research and Innovation
High-touch or high-tech: Industry pros love AI concierges, but hotel guests crave a human connection, USF study finds
The study is one of the first to examine both perspectives, from both industry practitioners and hotel guests, on advanced conversational AI systems in lodging.
February 9, 2026Business News, Research and Innovation
Bellini College partnership to offer three interdisciplinary computing majors in 2026 - Bellini College of AI
This joint program with USF鈥檚 Muma College of Business will help graduates stand out in the professional field by translating technical ideas into business results.
January 20, 2026Business News