For High-Tech to Be High Touch - an Exploratory Study With Chatbots

被引：0
|
作者：
Shiraishi, Guilherme de Farias [1 ]
Yoda, Fernanda Sayuri [1 ]
Lourenco, Valter Cavalcante [1 ]
机构：
[1] Univ Sao Paulo, Fac Econ Adm & Contabilidade, Sao Paulo, Brazil
来源：
REVISTA ADMINISTRACAO EM DIALOGO | 2020年 / 22卷 / 01期
关键词：
conversational agent; human touch; online service encounter; TECHNOLOGY; ROLES; AGENT;
D O I：
10.23925/2178-0080.2020v22i1.40774
中图分类号：
C93 [管理学];
学科分类号：
12 ; 1201 ; 1202 ; 120202 ;
摘要：
According to the high-tech high touch paradigm, the human touch is necessary to counterbalance a new technology usage. The chatbot is a new communication tool that proposes to automate a conversation between a company and its customers. It is highly technological, but it also offers the human touch. In this context, the present study seeks to investigate how chatbots offer human touch in online service encounters through Mystery shopper and content analysis. The dialogue, the virtual agent, the automation, and coherence of forty-two conversational agents were analyzed. The results indicate how human touch can be applied.
引用
收藏
页码：19 / 34
页数：16
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