Rzepka, Christine; Berger, Benedikt; Hess, Thomas - In: Information Systems Frontiers 24 (2021) 3, pp. 839-856
Owing to technological advancements in artificial intelligence, voice assistants (VAs) offer speech as a new interaction modality. Compared to text-based interaction, speech is natural and intuitive, which is why companies use VAs in customer service. However, we do not yet know for which kinds...