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Is Fast Enough Good Enough? Customer Experiences with AI vs Human Service Agents A User-Centered Approach

Hägred, Erik LU ; Nilsson Winflo, Viktor and Wolter Alehammar, Måns (2025) SYSK16 20251
Department of Informatics
Abstract
The bachelor’s thesis explores end-customers’ perceptions regarding the differences between AI-based and human customer service, and the interaction factors that influence their experi-ences. With a focus on customer satisfaction and perceived problem-solving, the study aims at providing recommendations for the development and design of AI chatbots to better meet customer expectations and satisfaction. For this, qualitative research was conducted where data were collected through observations and interviews from seven purposively selected end-customers and analyzed thematically, resulting in five key themes, which represent the find-ings. The findings were discussed with the theoretical framework, including User-Centered Design (UCD)... (More)
The bachelor’s thesis explores end-customers’ perceptions regarding the differences between AI-based and human customer service, and the interaction factors that influence their experi-ences. With a focus on customer satisfaction and perceived problem-solving, the study aims at providing recommendations for the development and design of AI chatbots to better meet customer expectations and satisfaction. For this, qualitative research was conducted where data were collected through observations and interviews from seven purposively selected end-customers and analyzed thematically, resulting in five key themes, which represent the find-ings. The findings were discussed with the theoretical framework, including User-Centered Design (UCD) principles. The findings show that speed and response time are key drivers of user satisfaction, with fast interactions valued even at the expense of emotional nuance. Trust in AI was conditional and performance-based, as users appreciated consistent, factual infor-mation but remained cautious. Ultimately, customers judged their experiences by the interac-tion’s responsiveness, clarity, and problem resolution rather than by whether the agent was human or AI. Recommendations for the design of AI chatbots include flexible interactions, balancing efficiency with emotional intelligence, clear communication, transparent capabilities, smooth human escalation, brief explanations, user support, and tolerance for minor errors. (Less)
Please use this url to cite or link to this publication:
author
Hägred, Erik LU ; Nilsson Winflo, Viktor and Wolter Alehammar, Måns
supervisor
organization
alternative title
Är Tillräckligt Snabbt Bra Nog? Kunderfarenheter av AI vs Mänskliga service agenter: Ett Användare Cen-trerat Perspektiv
course
SYSK16 20251
year
type
M2 - Bachelor Degree
subject
keywords
Human-AI Interaction, AI-Powered Customer Service, End-customer, User-Centered Design (UCD), Customer Satisfaction, Chatbot Design.
language
English
id
9201590
date added to LUP
2025-06-18 08:19:23
date last changed
2025-06-18 08:19:23
@misc{9201590,
  abstract     = {{The bachelor’s thesis explores end-customers’ perceptions regarding the differences between AI-based and human customer service, and the interaction factors that influence their experi-ences. With a focus on customer satisfaction and perceived problem-solving, the study aims at providing recommendations for the development and design of AI chatbots to better meet customer expectations and satisfaction. For this, qualitative research was conducted where data were collected through observations and interviews from seven purposively selected end-customers and analyzed thematically, resulting in five key themes, which represent the find-ings. The findings were discussed with the theoretical framework, including User-Centered Design (UCD) principles. The findings show that speed and response time are key drivers of user satisfaction, with fast interactions valued even at the expense of emotional nuance. Trust in AI was conditional and performance-based, as users appreciated consistent, factual infor-mation but remained cautious. Ultimately, customers judged their experiences by the interac-tion’s responsiveness, clarity, and problem resolution rather than by whether the agent was human or AI. Recommendations for the design of AI chatbots include flexible interactions, balancing efficiency with emotional intelligence, clear communication, transparent capabilities, smooth human escalation, brief explanations, user support, and tolerance for minor errors.}},
  author       = {{Hägred, Erik and Nilsson Winflo, Viktor and Wolter Alehammar, Måns}},
  language     = {{eng}},
  note         = {{Student Paper}},
  title        = {{Is Fast Enough Good Enough? Customer Experiences with AI vs Human Service Agents A User-Centered Approach}},
  year         = {{2025}},
}