peer reviewed · Acta Commercii (2025) · Feb 11, 2025
Anthropomorphic service recovery: the panacea following service failure of automated CSAs
Nobukhosi Dlodlo
In plain English
Finds that automated customer-service agents with human-like traits such as empathy and humour keep more shopper trust after a service failure, a trust-shield effect.
trust
commerce
persona design
conversational ai
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