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娆㈣繋鍏変复姝︽眽澶у缁忔祹涓庣鐞嗗闄紒
璁插骇璁哄潧 棣栭〉 - 璁插骇璁哄潧 - 姝f枃
鐝炵張缁忕鍒涙柊璁哄潧绗100鏈熲斺斿競鍦鸿惀閿涓庢梾娓哥鐞嗚鍧
鏃堕棿锛2024-07-02    鐐瑰嚮鏁帮細

璁插骇棰樼洰锛欳hoice-equipped Chatbots in Customer Service: A Blessing or a Curse? 锛堥厤澶囬夋嫨鍔熻兘鐨勮亰澶╂満鍣ㄤ汉鍦ㄥ鎴锋湇鍔′腑锛氭槸绂忚繕鏄ジ锛燂級

涓昏浜猴細寮犳櫁     浣愭不浜氱悊宸ュ闄㈠晢瀛﹂櫌

璁插骇鏃堕棿锛2024骞7鏈4鏃8:30

璁插骇鍦扮偣锛氬闄319

涓诲姙鍗曚綅锛氭姹夊ぇ瀛︾粡娴庝笌绠$悊瀛﹂櫌甯傚満钀ラ攢涓庢梾娓哥鐞嗙郴

璁插骇涓昏鍐呭锛

During interactions with customers, service chatbots are increasingly equipped to provide choices to streamline the service delivery process. This research investigates when and why the implementation of choices enhances or impairs customers鈥 service experience. Based on the concept of fluency, we posit that the implementation of choices is beneficial only after a conversational breakdown due to a chatbot failure; otherwise, the value of choice provision for facilitating fluency may not be salient enough. We further propose that choice provision is counterproductive when the choice set is incomprehensive, reducing (rather than enhancing) the fluency in the use of provided choices for a subsequent decision. We conducted several experiments to test these hypotheses. By illuminating when and why choice implementation may help or harm customers during a chatbot-initiated service interaction, we augment the current understanding of a chatbot鈥檚 role in customers鈥 service experience and provide insights for the deployment of choice-equipped chatbots in customer service.

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涓昏浜虹畝浠嬶細

寮犳櫁鍗氬+锛岀編鍥戒綈娌讳簹鐞嗗伐瀛﹂櫌鍟嗗闄俊鎭妧鏈鐞嗙粓韬暀鎺堬紝Steven A. Denning鎶鏈笌绠$悊璁插骇鏁欐巿銆傚紶鏅楁暀鎺堜簬寰峰厠钀ㄦ柉澶у濂ユ柉姹鍒嗘牎鍙栧緱淇℃伅绯荤粺鍗氬+瀛︿綅锛屼富瑕佺爺绌堕鍩熶负淇℃伅鎶鏈粡娴庡銆佸湪绾夸俊浠诲拰澹拌獕銆佸湪绾垮彛纰戝拰鐢靛瓙甯傚満鐨勬紨鍙樸傚鏈鏂囧彂琛ㄥ湪MIS Quarterly, Information Systems Research, Journal of Marketing Research, Journal of the Association for Information Systems绛夊鏈湡鍒娿傜洰鍓嶆媴浠绘湡鍒奙IS Quarterly, Information & Management, Journal of Information Systems and E-Business Management涓夋湰鏈熷垔鐨勯珮绾х紪杈戙


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