Human–AI Service Co-Management for Airlines: Reducing Digital Friction in AirAsia’s AskBo
Virtual assistants are integral to digital customer service; however, users often experience emotional, cognitive, and interactional challenges during AI-mediated interactions. This study introduces Perceived Digital Friction as a framework to explain psychological discomfort in human–AI service co...
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| Principais autores: | , , |
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| Formato: | Artigo |
| Idioma: | Inglês |
| Publicado em: |
Academica Press Solutions
2026-01-01
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| coleção: | Malaysia Journal of Invention and Innovation |
| Assuntos: | |
| Acesso em linha: | https://journal.academicapress.org/aps/index.php/mjii/article/view/322 |
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