Calming the customers by AI: Investigating the role of chatbot acting-cute strategies in soothing negative customer emotions.
Tao ZhangChao FengHui ChenJunjie XianPublished in: Electron. Mark. (2022)
Keyphrases
- customer satisfaction
- customer service
- customer behavior
- potential customers
- customer data
- marketing strategies
- call center
- artificial intelligence
- customer requirements
- customer relationship management
- customer segmentation
- direct marketing
- positive and negative
- retail banking
- functional roles
- customer preferences
- service times
- product information
- market segments
- expert systems
- knowledge representation
- customer demand
- electronic commerce
- data mining
- software vendors
- limited capacity
- credit card
- service quality
- customer support
- intelligent systems
- transactional data
- emotion recognition
- ai systems
- market conditions
- case based reasoning
- emotional state
- customer orders
- human cognition