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챗봇의 서비스 회복을 위한 정중한 사과와 유머러스한 사과의 효과 비교
Comparing the Effects of Courteous vs. Humorous Apologies for Chatbot Service Recovery 원문보기

한국의류학회지 = Journal of the Korean Society of Clothing and Textiles, v.48 no.2, 2024년, pp.254 - 268  

서민정 (한양대학교 한국생활과학연구소)

Abstract AI-Helper 아이콘AI-Helper

Human agents are increasingly being replaced by chatbots. However, like humans, chatbots can also make mistakes in service delivery by failing to provide accurate answers to customer questions while research on service recovery has been highly focused on human employees. Recognizing the necessity of...

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