We study the impacts of “humanizing” artificial intelligence (AI)-enabled autonomous
customer service agents (chatbots). Implementing a field experiment in collaboration with a …

Companies are increasingly employing text-based chatbots as a time and cost-efficient way
to interact with customers. While companies begin to explore anthropomorphic chatbot …

Chatbots have become common in digital customer service contexts across many industries.
While many companies choose to humanize their customer service chatbots (eg, giving …

Firms are deploying chatbots to automate customer service. However, miscommunication is
a frequent occurrence in human-chatbot interaction. This study investigates the relationship …

Chatbots are increasingly used as substitutes for human service agents in online shops.
This has led researchers to analyze how chatbot characteristics influence consumer …

This study measures the effects of chatbot anthropomorphic language on customers'
perception of chatbot competence and authenticity on customer engagement while taking …

Journal of the Academy of Marketing Science embarrassment in service encounters,”
Holthöwer and van Doorn illustrate situations where consumers prefer to be served by …

The proliferation of hybrid service agents—combinations of artificial intelligence (AI) and
human employees behind a single interface—further blurs the line between humans and …

Chatbots are replacing human agents in a number of domains, from online tutoring to
customer-service to even cognitive therapy. But, they are often machine-like in their …

Communicating with customers through live chat interfaces has become an increasingly
popular means to provide real-time customer service in many e-commerce settings. Today …