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Keywords: Chatbots
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Journal Articles
Journal of Service Theory and Practice (2024) 34 (2): 191–215.
Published: 15 February 2024
...), with a specific focus on chatbots. Design/methodology/approach This study uses empirical research methods to examine a single case study where an online retail service provider implemented a chatbot for customer service. Using discourse analysis, we analysed 7,167 conversations between customers...
Journal Articles
Journal of Service Theory and Practice (2024) 34 (1): 33–65.
Published: 16 October 2023
... with three types of conversational AI applications used in collaboration with customer service agents, namely conversational analytics, conversational coaching and chatbots. Table 1 Overview of conversational AI applications in text-based customer service Conversational analytics...
