Imagine messaging an artificial intelligence (AI) chatbot about a missing package and getting the response that it would be “delighted” to help. Once the bot creates the new order, it says it’s “happy” to resolve the issue. Afterward, you receive a survey about your interaction. But would you be likely to rate it as positive or negative?

This scenario isn’t that far from reality, as AI chatbots are already taking over online commerce. By 2025, 95 percent of companies will have an AI chatbot, according to Finance Digest. AI might not be sentient yet, but it can be programmed to express emotions.

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