Is Fast Enough Good Enough? Customer Experiences with AI vs Human Service Agents A User-Centered Approach
The bachelor’s thesis explores end-customers’ perceptions regarding the differences between AI-based and human customer service, and the interaction factors that influence their experi-ences. With a focus on customer satisfaction and perceived problem-solving, the study aims at providing recommendations for the development and design of AI chatbots to better meet customer expectations and satisfac
