1 research outputs found
Does Customersâ Emotion toward Voice-based Service AI Cause Negative Reactions? Empirical Evidence from a Call Center
Many companies are introducing voice-based artificial intelligence (AI) into their call centers. Little is known about the relationship between customersâ emotions to voice-based AI service and customersâ negative reactions. This study investigates the link between customersâ emotions toward voice-based AI service and customersâ negative reactions. Our results reveal that customersâ emotion toward voice-based AI service could significantly affect their complaint behavior, and customersâ complaints differ among emotion types. Customersâ negative and positive emotions toward voice-based AI services have a significantly negative and positive effect, respectively, on customer complaint behavior than neutral emotions. We also find that the exchange round of human-computer interaction moderates the effect of the customer emotion by attenuating its effect on customer complaints. This study is the first to empirically test the impact of customersâ emotions toward voice-based AI service on customersâ complaint behavior in the service industry