Cold Comfort Matters - How Channel-Wise Emotional Strategies Help in a Customer Service Chatbot
Cold Comfort Matters - How Channel-Wise Emotional Strategies Help in a Customer Service Chatbot
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寒冷舒适很重要 - 渠道明智的情感策略如何在客户服务聊天机器人中发挥作用
DOI：
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发表时间：
2020
期刊：
影响因子：
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通讯作者：
Qianying Wang
中科院分区：
文献类型：
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作者：
Mingming Liu;Qicheng Ding;Yu Zhang;Guoguang Zhao;Changjian Hu;Jiangtao Gong;Penghui Xu;Liuxin Zhang;Qianying Wang
旨在提供高效客户服务的智能服务聊天机器人迅速增加。目前，很少有面向任务的聊天机器人将情感策略与问题解决过程结合起来。同时，客户可以跨渠道具有不同的偏好（例如，社交媒体和网页）。本文设计了一系列与任务解决相结合的情感策略，并对其有效性进行了跨渠道测试。在多通道服务聊天机器人Moli中，我们在绿野仙踪研究中将ES与简短道歉（BA）和无情绪反应（NER）进行了比较。结果表明，从心理治疗技术借鉴的情绪策略的有效性。同时，我们发现，顾客在网页上更喜欢简短直接的策略，而在社交媒体上更喜欢在各个阶段丰富的情感策略。通过详细的策略设计，发现“冷舒适”有助于建立人机关系，安抚情绪，提高满意度和系统可用性。
Smart service chatbots, aiming to provide efficient customer service, have increased rapidly. Currently, few task-oriented chatbots had employed emotion strategies together with problem solving process. Meanwhile, customers can have different preference across channels (e.g., social media and webpages). This paper presented the design for a series of emotional strategies (ES) combined with task-solving, and tested its effectiveness across channels. In the multi-channel service chatbot, Moli, we compared ES with brief apology (BA) and no emotion responses (NER) in a Wizard of Oz study. The results indicated the effectiveness of the emotion strategies borrowed from psychotherapy technologies. Meanwhile, we found customers preferred brief and direct strategies on webpage, whereas rich emotional strategies in all stages were more favorable on social media. With detailed strategy design, the "cold comfort" was found helpful for building human-machine relationships, pacifying emotions, and improving satisfaction and system usability.