crossrefElectronics2025-08-17
Assessing Chatbot Acceptance in Policyholder’s Assistance Through the Integration of Explainable Machine Learning and Importance–Performance Map Analysis
Jaume Gené-Albesa, Jorge de Andrés-Sánchez
Companies are increasingly giving more attention to chatbots as an innovative solution to transform the customer service experience, redefining how they interact with users and optimizing their support processes. This study analyzes the acceptance of conversational robots in cust…