Personal Power and Agency When Dealing with Interactive Voice Response Systems and Alternative Modalities
In summer 2015, we conducted an exploratory study of how people in the U.S. use and respond to robot-like systems in order to achieve their needs through mediated customer service interfaces. To understand this process, we carried out three focus groups sessions along with 50 in-depth interviews. St...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Cogitatio
2018-09-01
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| Series: | Media and Communication |
| Subjects: | |
| Online Access: | https://www.cogitatiopress.com/mediaandcommunication/article/view/1205 |