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cs.HC2026★ 3 cited
Customer Service Operations: A Gatekeeper Framework
Maqbool Dada, Brett Hathaway, Evgeny Kagan
Customer service has evolved beyond in-person visits and phone calls to include live chat, AI chatbots and social media, among other contact options. Service providers typically re…
cs.HC2025
Deploying Chatbots in Customer Service: Adoption Hurdles and Simple Remedies
Evgeny Kagan, Brett Hathaway, Maqbool Dada
Despite recent advances in Artificial Intelligence, the use of chatbot technology in customer service continues to face adoption hurdles. This paper explores reasons for these adop…