The value of humanization in customer service
As algorithm-based agents become increasingly capable of handling customer service queries, customers are often uncertain whether they are served by humans or algorithms, and managers are left to question the value of human agents once the technology matures. The current paper studies this question...
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| Main Authors: | , , |
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| Format: | text |
| Language: | English |
| Published: |
Institutional Knowledge at Singapore Management University
2021
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| Subjects: | |
| Online Access: | https://ink.library.smu.edu.sg/sis_research/6253 https://ink.library.smu.edu.sg/context/sis_research/article/7256/viewcontent/0541.pdf |
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| Institution: | Singapore Management University |
| Language: | English |