Interactivity in Online Chat: Conversational Contingency and reaction Latency in Computer-mediated Communication
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 https://datingmentor.org/imeetzu-review/ 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.