Interactivity in Online Chat: Conversational Contingency and reaction Latency in Computer-mediated Communication

Interactivity in Online Chat: Conversational Contingency and reaction Latency in Computer-mediated Communication

The way the agent reacted into the customer’s questions differed as a result latency and/or contingency in line with the four conditions that are experimental. The customer service agent’s replies were more responsive, coherent, and directly relevant to the customer’s inquiries and idiosyncratic statements in the more contingent version of the chat. The agent’s responses were more generic: They reflected fewer particulars of the customer’s inquiries, and thereby resembled canned responses that connected to the customer’s queries in a more general, rather than specific, fashion in the less contingent version.

Two examples illustrate the distinctions between extremely contingent chats much less chats that are interactive

In the 1st, the client, Joe, asks the representative, Ro, if shoestore.com vessels to Singapore. Within the condition that is contingent Ro replies: “we don’t currently offer worldwide shipping to Singapore,” clearly referring to Joe’s reported location. Nevertheless, within the less contingent condition, Ro replies: “we try not to presently provide worldwide delivery,” without mention of Joe’s location. Read More