Research Article
The Impact of Artificial Intelligence Empowerment Level on Customer Satisfaction After Artificial Intel-ligence Service Failure: Automated Social Presence as a Mediator
@INPROCEEDINGS{10.4108/eai.24-5-2024.2350196, author={Haitao Wen and Qi Shu and Xin Shu and Conghui Wang and Nuo Cheng}, title={The Impact of Artificial Intelligence Empowerment Level on Customer Satisfaction After Artificial Intel-ligence Service Failure: Automated Social Presence as a Mediator}, proceedings={Proceedings of the 3rd International Conference on Mathematical Statistics and Economic Analysis, MSEA 2024, May 24--26, 2024, Jinan, China}, publisher={EAI}, proceedings_a={MSEA}, year={2024}, month={10}, keywords={ai service failure service recovery ai empowerment，automated social presence}, doi={10.4108/eai.24-5-2024.2350196} }- Haitao Wen
Qi Shu
Xin Shu
Conghui Wang
Nuo Cheng
Year: 2024
The Impact of Artificial Intelligence Empowerment Level on Customer Satisfaction After Artificial Intel-ligence Service Failure: Automated Social Presence as a Mediator
MSEA
EAI
DOI: 10.4108/eai.24-5-2024.2350196
Abstract
As AI services is used in more and more scenarios , the probability of failure is getting higher and higher,the research on coping strategies is very necessary. The aim of this paper is to investigate the impact of AI empowerment level on customer satisfaction after AI service recovery and the mediating effect of automated social presence(ASP) under hotel service scenarios. A single-factor (AI empowerment level: high vs. low) between-groups design was used with 169 participants.The results suggest that the level of AI empowerment effectively raises the service recovery evaluations from cus-tomers(customer satisfaction) after AI service failures, and the effect is mediated by automated social presence(ASP). This study sheds light on the role that employee em-powerment plays in the process of AI service recovery and provides suggestions for service industry managers.