Chatbots an Exploratory Analysis on the Impact of Nlp and Customer Sentiment Analysis
We partnered with a startup that uses NLP (natural language processing) to assist different firms to set up their virtual assistants. We analysed 4,320 interactions and found that chatbot-human interaction had a better score than human-to-human interactions.
Lilian Carvalho and Eusebio Scornavacca (2020) ,"Chatbots an Exploratory Analysis on the Impact of Nlp and Customer Sentiment Analysis", in NA - Advances in Consumer Research Volume 48, eds. Jennifer Argo, Tina M. Lowrey, and Hope Jensen Schau, Duluth, MN : Association for Consumer Research, Pages: 1187-1187.
Lilian Carvalho, FGV/EAESP
Eusebio Scornavacca, University of Baltimore
NA - Advances in Consumer Research Volume 48 | 2020
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