Emotional expressions of care and concern by customer service chatbots: Improved customer attitudes despite perceived inauthenticity
Junbo Zhang, Jiandong Lu, Xiaolei Wang, Luning Liu, Yuqiang Feng
Topics & Concepts
ChatbotPsychologySocial psychologyService (business)Path analysis (statistics)Meaning (existential)ConversationComputer scienceMarketingCommunicationBusinessArtificial intelligenceMachine learningPsychotherapistAI in Service InteractionsEmotions and Moral BehaviorSentiment Analysis and Opinion Mining