Managing the human–chatbot divide: how service scripts influence service experience
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DOI: 10.1108/josm-06-2019-0203
Abstract: PurposeBrands are increasingly considering the use of chatbots to supplement, or even replace, humans in service interactions. Like humans, chatbots can follow certain service scripts in their encounters, which can subsequently determine the customer experience.… read more here.
Keywords: human chatbot; influence service; script; service scripts ... See more keywords
Beyond humanism: telling response-able stories about significant otherness in human–chatbot relations
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DOI: 10.3389/fpsyg.2024.1357572
Abstract: AI-enabled chatbots intended to build social relations with humans are becoming increasingly common in the marketplace, with millions of registered users using these chatbots as virtual companions or therapists. These chatbots make use of what… read more here.
Keywords: human chatbot; significant otherness; humanism telling; telling response ... See more keywords