Voice-based AI in call center customer service : a natural field experiment
Year of publication: |
2023
|
---|---|
Authors: | Wang, Lingli ; Huang, Ni ; Hong, Yili ; Liu, Luning ; Guo, Xunhua ; Chen, Guoqing |
Published in: |
Production and operations management : the flagship research journal of the Production and Operations Management Society. - London : Sage Publications, ISSN 1937-5956, ZDB-ID 2151364-8. - Vol. 32.2023, 4, p. 1002-1018
|
Subject: | artificial intelligence | customer service | difference-in-differences | natural field experiment | service flexibility | Kundenservice | Customer service | Feldforschung | Field research | Callcenter | Call centre | Experiment | Künstliche Intelligenz | Artificial intelligence |
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