The impact of AI-based conversational agent on the firms’ operational performance: Empirical evidence from a call center
Artificial intelligence (AI) based conversational agent is widely used in the service industry. Although some studies have investigated the impact of AI on customers, little research has documented the concrete effects of AI-based conversational agents on firms’ operational performance. To fill this...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Taylor & Francis Group
2023-12-01
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| Series: | Applied Artificial Intelligence |
| Online Access: | http://dx.doi.org/10.1080/08839514.2022.2157592 |