When and How to Implement Choices on Customer Service Chatbots

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dc.contributor.authorHan, Elizabeth
dc.contributor.authorYin, Dezhi
dc.contributor.authorZhang, Han
dc.date.accessioned2023-12-26T18:42:37Z
dc.date.available2023-12-26T18:42:37Z
dc.date.issued2024-01-03
dc.identifier.doihttps://doi.org/10.24251/HICSS.2024.482
dc.identifier.isbn978-0-9981331-7-1
dc.identifier.otherebc4ea3d-4757-43fa-a3a7-f49a93800075
dc.identifier.urihttps://hdl.handle.net/10125/106865
dc.language.isoeng
dc.relation.ispartofProceedings of the 57th Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectArtificial Intelligence-based Assistants and Platforms
dc.subjectchoice
dc.subjectchoice comprehensiveness
dc.subjectconversational breakdown
dc.subjectfluency
dc.subjectservice chatbot
dc.titleWhen and How to Implement Choices on Customer Service Chatbots
dc.typeConference Paper
dc.type.dcmiText
dcterms.abstractMany service chatbots are equipped to provide choices when interacting with customers to streamline the service delivery process. This research investigates when and why the implementation of choices enhances or impairs customers’ service experience. Based on the concept of fluency, we posit that the choice implementation is beneficial only after a conversational breakdown due to a chatbot failure; otherwise, the value of choice provision for facilitating fluency may not be salient enough. We further propose that choice provision is counterproductive when the choice set is incomprehensive, reducing (rather than enhancing) the fluency in the use of provided choices for a subsequent decision. We conducted several experiments to test these hypotheses. By illuminating when and why choice implementation may help or harm customers during a chatbot-initiated service interaction, we augment the current understanding of a chatbot’s role in customers’ service experience and provide insights for the deployment of choice-equipped service chatbots.
dcterms.extent10 pages
prism.startingpage3970

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