How to Initiate Human-Agent Intervention for Recovery When Chatbots Fail: A Social Information Processing Perspective
Published in Decision Support Systems, 208, 2026
Across three online experiments, this research examines how different methods of transitioning from a failed chatbot to a human agent influence service-recovery satisfaction.
Recommended citation: Lu, Z., Mo, J., Luo, X., and Min, Q. (2026). "How to Initiate Human-Agent Intervention for Recovery When Chatbots Fail: A Social Information Processing Perspective." Decision Support Systems, 208, 114715.
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