Usability, Humanization, and Perceived Service are Predictors of Customer Satisfaction in Chatbot Interactions
Companies’ online presence has driven the use of chatbots in digital channels as a solution to expand customer service. These systems make it possible to offer satisfying experiences and handle requests on a large scale. Even when adopting this technology, companies must regularly assess whether...
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| Autores principales: | , , |
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| Formato: | Artigo |
| Lenguaje: | Inglês |
| Publicado: |
Universitas Indonesia
2026-01-01
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| Colección: | International Journal of Technology |
| Materias: | |
| Acceso en línea: | https://ijtech.eng.ui.ac.id/article/view/8087 |
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