LAB Pro publishes articles directed at the professional audience. The articles are based on the author’s expertise and work conducted at LAB UAS and can include project updates, views on recent developments in teaching or discussion on current topics.
ISSN: 2670-2045
In the digital era, customer service is evolving rapidly and expanding from face-to-face encounters to different platforms online with a human, a program or AI as a customer service agent. A recent study has unearthed a critical factor for this evolution: the art of caring in chat-based customer interactions. This is not about transactional service; it’s about meaningful connections that leave lasting customer impressions. Not only the role of the service agent but the customer is essential in these encounters. Hence, the service agent must give room for customers – an aspect that concerns humans as well as “machines”.
