{"id":"W4399309971","doi":"10.1007/978-981-97-1552-7_11","title":"“Ready for Your Insurance Quote?” the Impact of Chatbot Empathy on Emotions and User Experience","year":2024,"lang":"en","type":"book-chapter","venue":"Smart innovation, systems and technologies","topic":"AI in Service Interactions","field":"Computer Science","cited_by":0,"is_retracted":false,"has_abstract":false,"ca_institutions":"Université du Québec à Montréal","funders":"","keywords":"Empathy; Chatbot; Psychology; Computer science; World Wide Web; Social psychology","routes":{"ca_aff":true,"ca_fund":false,"ca_venue":false,"about_ca":false,"invisible_to_affiliation_only":false},"retraction":null,"screen":null,"direct_labels":[],"prediction":{"model_version":"metacan-v3-hybrid-931329e0061c","candidate_categories":[],"consensus_categories":[],"category_scores_codex":[0.0006967238,0.0002728348,0.0001831523,0.0002624907,0.001108906,0.003153485,0.0004709371,0.0008763599,0.01890072],"category_scores_gemma":[0.003310824,0.0001872498,0.0002099976,0.0002775211,0.001125083,0.003302931,0.001655323,0.001646883,0.0023669],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.0004349849,"about_ca_system_score_gemma":0.0002826397,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.0004103851,"about_ca_topic_score_gemma":0.0008430323,"domain_scores_codex":[0.9995871,0.0002274311,0.000007176087,0.00002593882,0.0001091735,0.00004316523],"domain_scores_gemma":[0.997963,0.001772973,0.00005553435,0.00005264484,0.0000736711,0.00008222432],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"design_other","study_design_gemma":"observational","study_design_scores_codex":[0.001017276,0.0004287802,0.007871737,0.001161631,0.00008126246,0.002393575,0.2119496,0.001276744,0.05229636,0.212144,0.06848276,0.4408963],"study_design_scores_gemma":[0.0001416043,0.001370407,0.1211682,0.001534751,0.000228278,0.008303827,0.1600444,0.02597758,0.03312291,0.1276548,0.5201971,0.0002560707],"study_design_candidate":"observational","study_design_consensus":null,"genre_codex":"other","genre_gemma":"empirical","genre_scores_codex":[0.3562406,0.005445368,0.02239674,0.005652981,0.000737972,0.00007125093,0.0001059417,0.0005651122,0.608784],"genre_scores_gemma":[0.8568278,0.001218376,0.004056179,0.001054897,0.0001514052,0.0001029282,0.00007683931,0.0002541727,0.1362574],"genre_candidate":"empirical","genre_consensus":null,"teacher_disagreement_score":0.01890072,"threshold_uncertainty_score":0.0632292,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.0594071533409368,"score_gpt":0.3212198179231149,"score_spread":0.2618126645821781,"validation_status":"score_only:v0-immature-baseline","note":"Baseline scores from an immature model (maturity gate not passed). Scores rank; they never assert a category."}}