Figure 1.
The diagram presents three sections labelled Study 1, Study 2, and Study 3. In Study 1, a box labelled Chatbots versus Voicebots points directly to a box labelled Customer Review. In Study 2, Chatbots versus Voicebots points to Perceived Relief, which then points to Customer Review. A direct arrow also connects Chatbots versus Voicebots to Customer Review. In Study 3, Chatbots versus Voicebots points to Perceived Relief and also directly to Customer Review. A box labelled Failure Severity points downward to the arrow between Chatbots versus Voicebots and Perceived Relief, indicating moderation. Perceived Relief points to Customer Review.Conceptual model