Abstract

Artificial intelligence (AI) applications, such as Internet Voice Assistants (IVAs), are set to transform the encounter between eService providers and consumers. Popular examples of IVAs (such as Siri, Alexa, Cortana and Google Assistant) have been incorporated into devices to receive and send information over the internet. Many firms are utilizing the humanistic functionalities of IVAs to automate service activities previously undertaken by human employees. For example, IVAs are used to provide consumers with quick answers to problems without a need for human intervention. While the traditional service encounter concept has been extensively studied (e.g. Tam 2019), further research is needed to improve the understanding of service encounter when employees are replaced by IVAs.

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