'I do not know': an examination of reactions to virtual agents that fail to answer the user's questions

• Published in: The International review of retail, distribution and consumer research Vol. 34; no. 2; pp. 228 - 250
• Main Author: Söderlund, Magnus
• Format: Journal Article
• Language: English
• Published: London Routledge 14.03.2024; Taylor & Francis Ltd
• Subjects: Answers; competence; Customers; humility; knowledge; Openness; perceived service quality; Quality of service; Usefulness; Virtual agents

Virtual agents (VAs) used by retailers for online contacts with customers are becoming increasingly common. So far, however, many of them display relatively poor performance in conversations with users - and this is expected to continue for still some time. The present study examines one aspect of c...