Empathic chatbots: A double-edged sword in customer experiences

IF 10.5 1区管理学 Q1 BUSINESS

Journal of Business Research Pub Date : 2024-11-21 DOI:10.1016/j.jbusres.2024.115074

Antoine Juquelier, Ingrid Poncin, Simon Hazée

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引用次数: 0

Abstract

Recent breakthroughs in affective computing have enabled the shift from mechanical to empathic chatbots, now capable of detecting, decoding, and mimicking customers’ thoughts and feelings to respond appropriately. While artificial empathy is believed to potentially bridge the human-artificial intelligence gap in customer experience, recent studies offer mixed support for its effectiveness in improving customer outcomes, leaving managers perplexed about the added value of empathic chatbots. Building on social presence theory, this paper investigates whether, how, and when empathic chatbot-led services enhance customer experience. Results from three experiments show that empathic chatbots trigger perceptions of social presence and information quality, which positively influence customer satisfaction. The findings further reveal that empathic chatbots can harm customer experience under certain conditions, particularly when customers feel time pressure. This paper provides insights into how and when to implement empathy in chatbots to enhance customer experience and boost customer satisfaction.

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来源期刊

Journal of Business Research BUSINESS-

CiteScore

20.30

自引率

10.60%

发文量

956

期刊介绍： The Journal of Business Research aims to publish research that is rigorous, relevant, and potentially impactful. It examines a wide variety of business decision contexts, processes, and activities, developing insights that are meaningful for theory, practice, and/or society at large. The research is intended to generate meaningful debates in academia and practice, that are thought provoking and have the potential to make a difference to conceptual thinking and/or practice. The Journal is published for a broad range of stakeholders, including scholars, researchers, executives, and policy makers. It aids the application of its research to practical situations and theoretical findings to the reality of the business world as well as to society. The Journal is abstracted and indexed in several databases, including Social Sciences Citation Index, ANBAR, Current Contents, Management Contents, Management Literature in Brief, PsycINFO, Information Service, RePEc, Academic Journal Guide, ABI/Inform, INSPEC, etc.