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Sync or sink: ensuring synchronous service quality for effective human–AI chatbot collaboration
- Truvace record
- TRV-2026-2693raw data (JSON)
- Version
- v1Published
- First published
- Evidence type
- Survey
- Sources
- 1 sourcePeer-reviewed
- sha256
- 207230207892…check it
Purpose This study investigates how the design characteristics of artificial intelligence (AI)-powered chatbots influence user performance in mobile banking, focusing on the mediating role of synchronous service quality. Understanding how consumers collaborate with AI chatbots in real time is increasingly critical as service interactions become more automated. Design/methodology/approach Data were collected from 263 mobile banking users with prior experience using AI-powered chatbots; 230 valid responses were re…
The gain
In a survey of 230 mobile banking users with chatbot experience, chatbots seen as human-like, intelligent and safe were linked to better perceived real-time service quality, which in turn related to better emotional and cognitive task outcomes.
What this doesn’t fix
The study covered a single digital service context, mobile banking, and used a cross-sectional design, so generalizability to other services, cultures or over time is unproven.
Sources
1 on file- Information Technology & Peopledoi:10.1108/itp-06-2025-0863
Cite this record
v1Truvace Impact Record TRV-2026-2693, v1: “Sync or sink: ensuring synchronous service quality for effective human–AI chatbot collaboration.” Truvace, 2026-11-12. /record/TRV-2026-2693 (accessed on the day you copy it). sha256 2072302078924e2d…
Change history
1 versionEvery change made to this record since it was first published, and why. Nothing has changed since it went up.
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