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