Understanding the user experience of customer service chatbots: An experimental study of chatbot interaction design.
Isabel Kathleen Fornell HaugelandAsbjørn FølstadCameron TaylorCato Alexander BjørkliPublished in: Int. J. Hum. Comput. Stud. (2022)
Keyphrases
- user experience
- customer service
- interaction design
- mobile applications
- user engagement
- end users
- user behavior
- user interface
- human computer interaction
- user interaction
- interface design
- user studies
- customer satisfaction
- user perceptions
- tangible interaction
- customer support
- ubiquitous computing
- product design
- artificial intelligence
- governmental organizations
- field of human computer interaction