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In a digital environment, chatbots act as customer service agents to assist consumers in making decisions. Improving the service efficiency of chatbots has aroused widespread concern in the industry and academia. Based on the computer as a social actor (CASA) and emotional contagion theory, this study explores the influence mechanism of quality assessment in the process of communication between users and human-machine customer service, investigates the relationship between chatbot performance and user perception, and constructs an assessment model for the quality of communication process. It a...