Do Customer Emotions Affect Agent Speed? An Empirical Study of Emotional Load in Online Customer Contact Centers.
Daniel AltmanGalit B. Yom-TovMarcelo OlivaresShelly AshtarAnat RafaeliPublished in: Manuf. Serv. Oper. Manag. (2021)
Keyphrases
- electronic commerce
- real time
- customer service
- customer satisfaction
- customer behavior
- affective states
- multi agent systems
- decision making
- high speed
- intelligent agents
- affect recognition
- emotional state
- emotion recognition
- customer relationship management
- churn prediction
- online learning
- multi agent
- marketing strategies
- affect detection
- embodied conversational agents
- affective computing
- virtual agents
- autonomous agents
- e learning
- data mining