Does Customers' Emotion toward Voice-based Service AI Cause Negative Reactions? Empirical Evidence from a Call Center.
Bin LiLuning LiuWeicheng MaoYongcumu QuPublished in: HICSS (2022)
Keyphrases
- call center
- empirical evidence
- service quality
- customer service
- service systems
- heavy traffic
- emotion recognition
- queueing model
- asymptotically optimal
- artificial intelligence
- arrival rate
- service level
- customer classes
- service times
- customer relationship management
- agent technology
- queue length
- facial expressions
- expert systems
- intelligent systems
- customer satisfaction
- fluid model
- service providers
- customer support
- arrival process
- multi agent
- steady state
- quality of service
- cooperative
- long run
- virtual environment
- response time
- end users
- service rates
- games based learning