New Publication in ISR: "More than a Bot? The Impact of Disclosing Human Involvement on Customer Interactions with Hybrid Service Agents"

Tue, 05 Sep 2023 10:41:51 +0200
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Should companies using AI chatbots be transparent about the involvement of human employees working behind the scenes? Do customer interactions change when human involvement is disclosed? If so, how and why? Our recent paper published in Information Systems Research written by Ulrich Gnewuch, Stefan Morana, Oliver Hinz, Ralf Kellner, and Alexander Maedche offers some answers to these questions. https://pubsonline.informs.org/doi/10.1287/isre.2022.0152