Can chatbot customer service match human service agents on customer satisfaction? An investigation in the role of trust
Dongling Huang, Dmitri G. Markovitch, Rusty A. Stough
Topics & Concepts
ChatbotService (business)Customer serviceSituational ethicsBusinessService delivery frameworkKnowledge managementComputer sciencePsychologyMarketingWorld Wide WebSocial psychologyAI in Service InteractionsTechnology Adoption and User BehaviourDigital Marketing and Social Media