Browsing by Author "Greaves, Claudette"

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    Chatbot says “Sorry, I don’t understand”: Recovery strategies for chatbot service failure
    (University of the Witwatersrand, Johannesburg, 2021) Greaves, Claudette
    AI Chatbots, especially those that are in early stages of development, can often be prone to ‘failure’ such as the inability to understand a customer question or to retrieve appropriate answers. This paper integrates the theories of expectation- confirmation, equity, and justice to construct an understanding behind customer’s preferences for organisational recovery strategies when nascent chatbots fail in South African financial services. The study proposes that when a failure occurs with a chatbot, customer expectations, perceived inequity, and justice influence recovery of customer outcomes to pre-failure levels or even better. The research takes an experimental approach to examine the impact of different organisational recovery strategies on satisfaction, loyalty, and intent to re-use the chatbot in a banking case study