The Impact of AI Customer Service Agent Realism on Customer Satisfaction
Author Information
Author(s): Hu Yuting, Xiao Ya, Hua Yi, Fan Yi, Li Feng, Niu Gengfeng
Primary Institution: School of Business, Jiangnan University
Hypothesis
How does the realism of AI customer service agents influence customer satisfaction and repeat purchase intention in service recovery?
Conclusion
The realism of AI customer service agents significantly affects customer satisfaction, especially in failed service recovery scenarios.
Supporting Evidence
- High form realism corresponds to higher consumer satisfaction.
- Behavioral realism significantly impacts customer satisfaction.
- Interaction between form and behavioral realism affects satisfaction in failed service recovery.
Takeaway
This study shows that when AI helpers look and act more like humans, people are happier with their help, especially when things go wrong.
Methodology
The study used a two-factor design to explore the influence of form and behavioral realism on consumer satisfaction across three studies.
Potential Biases
Participants all had prior experience with AI services, which may influence their perceptions.
Limitations
The sample may not represent all demographics and cultural backgrounds, as participants were drawn from a single platform.
Participant Demographics
The average age of participants was around 31 years, with a mix of genders.
Statistical Information
P-Value
p<0.001
Statistical Significance
p<0.05
Digital Object Identifier (DOI)
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