Virtual Customer Service Agents: Using Social Presence and Personalization to Shape Online Service Encounters.
Tibert VerhagenJaap van NesFrans FeldbergWillemijn van DolenPublished in: J. Comput. Mediat. Commun. (2014)
Keyphrases
- customer service
- social presence
- instant messaging
- online learning
- multi agent systems
- multi agent
- discussion forums
- communication tools
- customer satisfaction
- intelligent agents
- computer mediated
- multiagent systems
- virtual environment
- software agents
- computer mediated communication
- social interaction
- cooperative
- customer support
- service quality
- decision making
- distance learning
- call center
- collaborative learning
- computer supported collaborative learning
- social networking sites
- virtual world
- social media