”Är det detta du menar? – Nej, det är det verkligen inte!” En analys av konsumenters missnöje vid möten med chatbots i kundtjänst
Chatbots are increasingly being adapted as substitutes to humans in customer service. As the level of adoption increases, it becomes more important to understand the phenomenon of robots replacing humans – a new chapter in the rising digital world. Earlier research has explored and aroused criticism against the trend of automation and digitalization, urging companies to move towards a more custome