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Keywords: AI’s emotional expression
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Journal Articles
Journal:
Internet Research
Internet Research (2025) 35 (3): 1065–1103.
Published: 15 August 2024
... and increase customers’ perceptions of service failure severity. However, AI chatbots can autonomously remedy service failures through moderate AI emotion. An interesting golden zone of AI’s emotional expression in chatbot service failures was discovered, indicating that extremely weak or strong intensity...
