Questão de Língua Inglesa

Leia o texto para responder às questões de 31 a 33. When a service encounter fails, customers expect empathy. Hearing an employee say, “I share your frustration,” can calm tensions and rebuild trust. But new research from the University of South Florida suggests that when a chatbot tries the same tactic, it can backfire1. “Empathy from a chatbot can feel intrusive and undermine trust,” said Dezhi Yin, the study’s co-author. Across three experiments — including interactions with a live large language model-based chatbot — the researchers examined how customers respond when chatbots acknowledge and mirror users’ negative emotions. Rather than soothing customers, these empathetic chatbot messages often triggered psychological reactance — a negative emotional response that occurs when people feel their sense of control is threatened or their boundaries are crossed. Customers reacted negatively to the idea that a nonhuman system could recognize and respond to their emotions. That discomfort made the chatbot seem less competent and reduced overall perceptions of service quality and customer satisfaction. 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 — especially in sensitive service recovery situations. (Elizabeth L. Brown. www.usf.edu, 20.04.2026. Adaptado.) 1backfire: have the opposite result.