Papers
2
Total Citations
13
H-Index
1
About
Dr. Cong Cao is a pioneering researcher at the intersection of human-computer interaction, artificial intelligence, and service management, with a particular focus on emotional communication in digital environments. Her most influential work, "Emotional Communication Between Chatbots and Users: An Empirical Study on Online Customer Service System" (2022), has garnered 12 citations and fundamentally reshaped how we understand the role of emotion in automated customer service interactions. Dr. Cao's research demonstrates that chatbots capable of nuanced emotional expression can significantly enhance user satisfaction and trust, challenging the traditional view of AI as purely rational tools. Her forthcoming study, "Soothing the Storm! Service Robots and the Art of Blending Reason With Emotion in Customer Service" (2025), promises to further advance this field by exploring how service robots can strategically integrate logical problem-solving with empathetic responses to de-escalate tense customer situations. Through her empirical investigations, Dr. Cao has established herself as a leading voice in designing more human-centered AI systems, offering practical insights for businesses seeking to improve customer experience while maintaining operational efficiency. Her work continues to inspire both academic researchers and industry practitioners to rethink the boundaries between artificial and emotional intelligence.
Research Focus
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Top Papers
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