CORDIS Project
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This project studies the impact of human-like avatars in customer service on consumer emotions and performance. It explores how the realism of these avatars affects interactions, particularly during communication failures, using both qualitative and quantitative research methods.
Recent technological advancements have increased companies’ use of virtual human-like characters with anthropomorphicappearances, called “avatars” for customer care.
Responding to the increased use of such humanlike customer care avatars (CCA), thisproject aims to investigate how and under which circumstances CCAs’ level of behavioural realism affects consumers’ emotions, cognition, and performance outcomes during consumer-CCA communication, with a particular focus on communication failure incid…
COPENHAGEN BUSINESS SCHOOL
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