When AI takes your call: Investigating the impact of conversational styles on customer service agents' affective delivery

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Inyoung Jang, Jaekwang Kim, Inyoung Park

Published: 01 Jan 2025, Last Modified: 21 Sept 2025Telematics Informatics 2025EveryoneRevisionsBibTeXCC BY-SA 4.0
Abstract: Highlights•AI voices deliver positive emotions in customer calls based on their speech patterns.•AI’s task-oriented style is perceived as more sincere compared to an emotion-oriented style.•The gap between human voice and AI voice perception narrows when using a task-oriented style.