A balanced level of humanised Artificial Intelligence (AI) design in chatbots enhances customer comfort and trust, while excessive human resemblance can cause discomfort, a new research by the Goa Institute of Management (GIM) has found.
The research has studied customer behaviour towards Artificial Intelligence enabled service agents, including as chatbots, digital assistants and service robots.
Conducted in collaboration with researchers from Cochin University of Science and Technology (CUSAT), Kerala, the findings of this research have been published in the International journal of Consumer Studies.
With AI reshaping the Frontline Service Encounters (FLSE), the study aims to explore “how do consumers perceive and interact with AI in every day service interactions”.
For the same, the research team consolidated findings from 157 peer-reviewed articles to identify the key drivers, theories, and outcomes shaping consumer and AI interactions.
The research team reviewed 44 top-tier .A balanced level of humanised Artificial Intelligence (AI) design in chatbots enhances customer comfort and trust, while excessive human resemblance can cause discomfort, a new research by the Goa Institute of Management (GIM) has found.
The research has studied customer behaviour towards Artificial Intelligence enabled service agents, including as chatbots, digital assistants and service robots.
Conducted in collaboration with researchers from Cochin University of Science and Technology (CUSAT), Kerala, the findings of this research have been published in the International journal of Consumer Studies.
With AI reshaping the Frontline Service Encounters (FLSE), the study aims to explore “how do consumers perceive and interact with AI in every day service interactions”.
For the same, the research team consolidated findings from 157 peer-reviewed articles to identify the key drivers, theories, and outcomes shaping consumer and AI interactions.
The research team reviewed 44 top-tier . Latest News [ SOBAN NEWS: International and National ]