Impact of Conversational Agents on Customer Service Employees

Impact of Conversational Agents on Customer Service Employees

Many organisations are implementing conversational agents (CAs) such as chatbots and virtual assistants to perform customer service functions due to the technology's cost-effectiveness and ease of use for customers. The literature offers two opposing views regarding the effects of CAs on the fu...

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Bibliographic Details
Main Author:	Ugale, Arlene (Author)
Other Authors:	Waizenegger, Lena (Contributor), Cooper-Thomas, Helena (Contributor)
Format:	Others
Published:	Auckland University of Technology, 2020-01-06T20:45:11Z.
Subjects:	Conversational agents Technology affordances Work practices Job satisfaction Job security Dissertation
Online Access:	Get fulltext

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