Dissecting the mixed effects of human-customer service chatbot interaction on customer satisfaction: An explanation from temporal and conversational cues

Human-customer service chatbot interaction has had mixed effects on customer satisfaction in sales-related services. To dissect these conflicting results, three 2 (temporal cues: instant versus anthropomorphic delayed response) x 2 (conversational cues: task- versus social-oriented) between-group experiments were conducted. The results revealed the complex effects of temporal cues, conversational cues, and their interactions on perceived warmth, perceived competence, and satisfaction. And, perceived warmth and competence mediated the effects of temporal and conversational cues on satisfaction. Furthermore, the product attribute type (functional versus experiential) affected the relationships between these variables. These findings provide two explanatory perspectives (temporal and conversational cues) for dissecting the mixed effects of human-customer service chatbot interaction on customer satisfaction, and provide practical insights for improving customer service chatbots and enhancing customer satisfaction.

Automated summary

Human-customer service chatbot interaction has diverse effects on customer satisfaction in sales-related services. Through three between-group experiments, the complex effects of temporal cues, conversational cues, and their interactions on perceived warmth, competence, and satisfaction were revealed. Perceived warmth and competence mediated the effects of temporal and conversational cues on satisfaction. Furthermore, the relationships between these variables were influenced by the product attribute type. These findings provide explanatory perspectives for understanding the mixed effects of human-customer service chatbot interaction on customer satisfaction and offer practical insights for improving customer service chatbots and enhancing customer satisfaction.