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by Matt Shipman — December 21, 2020 . RALEIGH – A recent study has identified four factors that predict user satisfaction with customer service chatbots. The study also found that a positive chatbot experience was associated with customer loyalty, highlighting the potential importance of the findings to corporate brands. “Chatbots that use artificial intelligence to address customer needs are already in widespread use, and are expected to become even more common over the next few years,” says Yang Cheng, corresponding author of the study and an assistant professor of communication at...

 E-Mail A recent study has identified four factors that predict user satisfaction with customer service chatbots. The study also found that a positive chatbot experience was associated with customer loyalty, highlighting the potential importance of the findings to corporate brands. "Chatbots that use artificial intelligence to address customer needs are already in widespread use, and are expected to become even more common over the next few years," says Yang Cheng, corresponding author of the study and an assistant professor of communication at North Carolina State University. "We wanted to ...