The results of this study show that in terms of the push factor, users attach importance to the privacy of personal data and do not want to disclose too much personal information in traditional call center customer service. This is not observed by other related parties. In terms of the pull factor, the three parties hold the same view that the process of intelligent customer service is convenient. In terms of mooring factor, users and bank staff have different views on emotions. Bank staff prefers machines without personal emotions, but users value personal emotions. As the intelligent customer service is still in the development stage, through the preliminary discussion of this study, we will be able to have a preliminary understanding of users' switching intention from the perspective of different stakeholders. Due to the small number of interviewees at this stage, it is suggested that the factors found in this study can be verified through a questionnaire survey in the future, or more interviewees can be added to make the results of this study more representative.
正在翻譯中..