Designing for Trust, Progress, and Dignity: A Conceptual Framework for Reliability, Responsiveness, and Relational Quality in AI-Enabled Service Systems

AI is now embedded in frontline service at scale, yet the design frameworks managers reach for were built around human agents and do not translate cleanly to systems that generate rather than retrieve, that automate rather than augment. This paper argues that three design challenges sit at the heart...

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Autores principales:	Mark Colgate, Orla Colgate
Formato:	Artigo
Lenguaje:	Inglês
Publicado:	MDPI AG 2026-05-01
Colección:	Information
Materias:	artificial intelligence service design customer experience human-AI interaction service quality chatbots
Acceso en línea:	https://www.mdpi.com/2078-2489/17/5/443
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