Chatbot Repair Strategies
It is difficult to completely avoid conversational breakdowns in customer–chatbot interaction, resulting in frustrated and dissatisfied customers. To address this problem, we design and evaluate more effective repair strategies (e.g., human employee involvement, more specific repair messages) and test their impact in the field with real customers.
The Effect of Anthropomorphism on Investment Decision-Making with Robo-Advisor Chatbots
Robo-advisors promise to offer professional financial advice to private households at low cost. However, the automation of financial …