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