Determinants and consequences of trust in AI-based customer service chatbots: 基于人工智能的客户服务聊天机器人信任的决定因素和后果

AV Prakash, A Joshi, S Nim, S Das - The Service Industries Journal, 2023 - Taylor & Francis
摘要根据行业报告， 基于人工智能的聊天机器人可以改变在线客户服务。 尽管企业越来越多地
实施聊天机器人来自动化客户服务， 但消费者信任和接受度的缺乏继续引起担忧 …
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