The More Realism, the Better? How Does the Realism of AI Customer Service Agents Influence Customer Satisfaction and Repeat Purchase Intention in Service Recovery

The More Realism, the Better? How Does the Realism of AI Customer Service Agents Influence Customer Satisfaction and Repeat Purchase Intention in Service Recovery

Nowadays, human customer service is increasingly being replaced by artificial intelligence (AI) customer service agents. Service recovery plays a crucial role in shaping consumer experiences and business profitability. The realism of AI agents can significantly impact users’ attitudes and behaviors....

Full description

Saved in:
Bibliographic Details
Main Authors: Yuting Hu, Ya Xiao, Yi Hua, Yi Fan, Feng Li
Format: Article
Language:English
Published: MDPI AG 2024-12-01
Series:Behavioral Sciences
Subjects:
AI customer service agent
realism
consumer satisfaction
repeat purchase intention
service recovery
Online Access:https://www.mdpi.com/2076-328X/14/12/1182
Tags: Add Tag
No Tags, Be the first to tag this record!

Similar Items

Similar Items