Interactivity in Online Chat: Conversational Contingency and reaction Latency in Computer-mediated Communication

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Interactivity in Online Chat: Conversational Contingency and reaction Latency in Computer-mediated Communication The way the agent reacted into the customer’s questions differed as a result latency and/or contingency in line with the four conditions that are experimental. The customer service agent’s replies were more responsive, coherent, and directly relevant to the customer’s inquiries and idiosyncratic statements in the more contingent version of the chat. The agent’s responses were more generic: They reflected fewer particulars of the customer’s inquiries, and thereby … Continue reading “Interactivity in Online Chat: Conversational Contingency and reaction Latency in Computer-mediated Communication”