Chatbot says “Sorry, I don’t understand”: Recovery strategies for chatbot service failure
Date
2021
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
University of the Witwatersrand, Johannesburg
Abstract
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
Description
A research report submitted in partial fulfillment of the requirements for the degree of Master of Management in the field of Digital Business to the Faculty of Commerce, Law and Management, Wits Business School, University of the Witwatersrand, Johannesburg, 2021
Keywords
Chatbot, Service failure, Recovery strategies, Justice, Intent to re-use, Loyalty, UCTD
Citation
Greaves, Claudette. (2021). Chatbot says “Sorry, I don’t understand”: Recovery strategies for chatbot service failure [Master’s dissertation, University of the Witwatersrand, Johannesburg]. WireDSpace.https://hdl.handle.net/10539/40977