Tijmen van der Schaaff

As a doctoral candidate at the Chair of Technology Marketing of ETH Zürich, I am dedicated to exploring the transformative potential of generative artificial intelligence (AI) in revolutionising customer service. With a diverse academic background encompassing five master’s degrees in Psychology, Neuroeconomics, Artificial Intelligence (AI), Marketing Management, and Marketing Analytics, along with over six years of professional experience working at a leading financial institution in the Netherlands, I seek to bridge the gap between academic insights and practical implementations of these insights.

Consequently, my research aims to provide not only theoretical insights but also practical implications, potential recommendations, and proposed solutions for businesses and institutions. By exploring and comparing the effectiveness of deploying and managing generative AI chatbots, traditional rule-based chatbots, and human service agents, as well as developing best practices for adaptive generative AI chatbot communication, I strive to contribute to a more profound and comprehensive understanding of customer experiences with generative AI chatbots and its real-world applications in customer service interactions.

In conclusion, I am committed to using my expertise in AI, experimental research, and customer service at ETH Zürich to further the advancement of generative AI-powered customer service applications.