We investigate differences in user communication with live chat agents versus a commercial Intelligent Virtual Agent (IVA).
Sep 18, 2020 · We investigate differences in user communication with live chat agents versus a commercial Intelligent Virtual Agent (IVA). This case study ...
Duration: 5:21
Posted: Jul 7, 2020
Posted: Jul 7, 2020
People also ask
What is the best communication style for customer service?
What are the 4 styles of communication?
In the recent paper titled “A Case Study of User Communication Styles with Customer Service Agents versus Intelligent Virtual Agents” from the recent ...
We investigate differences in user communication with live chat agents versus a commercial Intelligent Virtual Agent (IVA). This case study compares the two ...
A Case Study of User Communication Styles with Customer Service Agents versus Intelligent Virtual Agents · pdf icon · hmtl icon · Timothy Hewitt, Ian Beaver.
Two experimental studies revealed that users' anticipated communication quality was lower with chatbots than with human agents due to the serial mediating role.
The influence of conversational agents' role and communication ...
www.ncbi.nlm.nih.gov › PMC10722890
Dec 1, 2023 · This study aims at providing insights into the influence of CAs' role and communication style on users' experience. A textual computer game was ...
This work presents a framework outlining the relationships between elements of agents' conversation architecture and aspects of users' perception.
May 28, 2024 · This study examines consumers' reactions to the communication styles of chatbots during failed service experiences.