Emotions and technology in pension service interactions

With the upcoming pension reforms, it is important that pension participants become well informed about their pension situation and the choices they have. Personal interaction between pension provider and participant – via email, call center or chat – plays an important role in this. In contact with participants, managing negative emotions such as sadness, fear or anger is essential. This requires good interaction between technological tools such as chatbots and human employees. Negative experiences with the pension provider can get in the way of an optimal pension choices in the long run.