Jan 14 '21

Webinar: Empathy and Intimacy in Automated Financial Customer Service

Bill Maurer
Bill Maurer
Dean, School of Social Sciences; Professor, Department of Anthropology and School of Law; Director, Institute for Money, Technology and Financial Inclusion
University of California, Irvine
Scott Mainwaring
Scott Mainwaring
Research Affiliate
University of California, Irvine
Melissa K. Wrapp
Melissa K. Wrapp
PhD Candidate, Department of Anthropology
University of California, Irvine

Review the webinar materials from Empathy and Intimacy in Automated Financial Customer Service, hosted on January 14, 2021.

Bill Maurer
Bill Maurer
Dean, School of Social Sciences; Professor, Department of Anthropology and School of Law; Director, Institute for Money, Technology and Financial Inclusion
University of California, Irvine
Scott Mainwaring
Scott Mainwaring
Research Affiliate
University of California, Irvine
Melissa K. Wrapp
Melissa K. Wrapp
PhD Candidate, Department of Anthropology
University of California, Irvine

Filene's Fellow for the Center for Emerging Technology, Dr. Bill Maurer, with special guest researchers Scott D. Mainwaring and Melissa Katherine Wrapp of the University of California, Irvine, provided a preview of an upcoming research project sharing 7 themes that emerged from interviews with credit union members about their experiences with digital assistants, customer service chatbots, and financial institutions.