Emulating Empathetic Behavior in Online Service Encounters with Sentiment-Adaptive Responses: Insights from an Experiment with a Conversational Agent.
Stephan DiederichMax Janssen-MüllerAlfred Benedikt BrendelStefan MoranaPublished in: ICIS (2019)
Keyphrases
- conversational agent
- conversational agents
- adaptive behavior
- natural language interfaces
- online learning
- service providers
- sentiment analysis
- online services
- human communication
- service oriented
- online social media
- data mining
- sentiment classification
- management system
- social media
- service quality
- product reviews
- human behavior
- information services
- opinion mining
- mobile devices
- web services
- real time