# AI Customer Service: Task Complexity, Problem-Solving Ability, and Usage Intention

**Type:** Papers  
**Canonical URL:** https://scholariq.org/papers/ai-customer-service-task-complexity-problem-solving-ability-and-usage-intention/

## Facts

| Field | Value |
| --- | --- |
| Author Names | Yingzi Xu,Chih-Hui Shieh,Patrick van Esch,I-Ling Ling |
| Citations | 331 |
| DOI | 10.1016/j.ausmj.2020.03.005 |
| Fields | Computer Science,Decision Sciences,Social Sciences |
| Open Access | true |
| OA Status | green |
| OA URL | https://hdl.handle.net/10292/13501 |
| OpenAlex ID | https://openalex.org/W3026650415 |
| Type | article |
| Year | 2020 |

## Paper authors

- [Patrick van Esch](https://scholariq.org/researchers/patrick-van-esch/)

## Paper primary topic

- [AI in Service Interactions](https://scholariq.org/topics/ai-in-service-interactions/)

## Paper topics

- [AI in Service Interactions](https://scholariq.org/topics/ai-in-service-interactions/)
- [Technology Adoption and User Behaviour](https://scholariq.org/topics/technology-adoption-and-user-behaviour/)
- [Digital Marketing and Social Media](https://scholariq.org/topics/digital-marketing-and-social-media/)

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Source: ScholarIQ — public research metadata, principally OpenAlex. See https://scholariq.org/sources/ for provenance and https://scholariq.org/methodology/ for what these figures mean.