More and more companies have implemented chatbots on their websites to provide support
to their visitors on a 24/7 basis. The new customer wants to spend less and less time and …

Drawing from evolutionary psychology of anthropomorphism and social phobia, two
between-subjects experiments examined the effects of different types of customer service …

With the growth of contactless shopping, artificial intelligence (AI) chatbot services have
become an effective tool for brands to interact with consumers. We investigate the effects of …

We investigate the impacts of chatbots' technical features on employees' perceptions
(namely, chatbot effectiveness and discomfort with using chatbots) in the context of B2B …

This study examines the impact of rapport with chatbots on electronic word of mouth (e-
WOM), in the first phase, by considering several antecedents including anthropomorphism …

Companies are increasingly using chatbots to provide customer service. Despite this trend,
little in-depth research has been conducted on user experience and user motivation for this …

This qualitative interview study explores age differences in perceptions of chatbot
communication in a customer service context. Socioemotional selectivity theory and …

Nowadays, businesses are slowly starting to deploy mobile messenger chatbots as a new
method of communication with its customers. Due to the subject's infancy and lack of …

Purpose Artificial intelligence (AI)-based chatbots have brought unprecedented business
potential. This study aims to explore consumers' trust and response to a text-based chatbot …

Chatbots that can automatically answer customer requests have become a common feature
on e-commerce Web sites. There are many factors that might affect overall customer …