...). Expansive learning Chatbots Conversational agents Activity system Human–robot collaboration An initial analysis of the company’s SAS reveals substantial hurdles related to the structure of customer care. The company’s expansion to various online platforms, such as its corporate website, online...

.... Conversational agents TRISEC Customer experience Artificial intelligence Service logic Service management Interactive customer communication technologies, namely conversational agents (CA), are attracting the attention of firms by promises of reduced costs and better service coverage. For example...

...Michelle M.E. Van Pinxteren; Mark Pluymaekers; Jos G.A.M. Lemmink Purpose Conversational agents (chatbots, avatars and robots) are increasingly substituting human employees in service encounters. Their presence offers many potential benefits, but customers are reluctant to engage with them...

..., the purpose of this paper is to update existing classifications of Frontline Service Technology (FST) infusion. Moreover, the authors discuss three promising smart and connected technologies – conversational agents, extended reality (XR) and blockchain technology – and their respective implications...