# Measuring Service Encounter Satisfaction with Customer Service Chatbots using Sentiment Analysis

> Research article (Journal of the Association for Information Systems, 2019) · cited 61× · AI/ML

**Wikidata**: [openalex:W2968835199](https://www.wikidata.org/wiki/openalex:W2968835199)  
**Source**: https://4ort.xyz/entity/measuring-service-encounter-satisfaction-with-customer-service-chatbots-using-sentiment-analysis