What MakesUsers Trust aChatbotfor Customer Service?AnExploratory Interview Study

This was explored through examining (1) how the functionality, helpfulness, reliability and human likeness of chatbots affect trust in chatbot technology, and whether these

Organizational factors Five organizational factors of particular relevance to chatbot implementation were identified: (a) work and team organization, in particular how work and

Two participants reported on difficulties in being understood by the chatbot, two were not satisfied with being led to further information on the self-service options on

CJML can be used to help service providers to identify and document their planned customer journeys, and to investigate the customer experience associated with customer journeys

This paper presents customer journey analysis (CJA), an approach designed to support an integrated study of the service delivery process as planned for the customer by the

Users' trust in chatbots for customer service was found to be affected (a) by factors concerning the specific chatbot, specifically the quality of its interpretation of

There had been an innovative report prepared by Lord Dawson in 1920 for the Minister of Health’s Consultative Council on Medical and Allied Services, in which he used his

All four perspectives in this study (Factors 1, 2, 3 and 4) show that power, trust and respect highly affected the adolescent service users’ perception of RTs.. Accordingly, power,