Chatbots are increasingly occupying the online retailing landscape, and the volume of
consumer-chatbot service interactions is exploding. Even so, it still remains unclear how …

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

Retailers are increasingly using conversational AI (chatbots) for customer service due to the
perceived benefits and reduced operational costs of this emerging technology. Yet our …

Purpose This study presents one of the earliest empirical investigations on how brand
chatbots' anthropomorphic design and social presence communication strategies may …

Purpose Chatbots are increasingly used in online retail settings and are becoming a
powerful tool for brands to engage customers. However, consumers' satisfaction with these …

Purpose Driven by artificial intelligence technology, chatbots have begun to play an
important customer service role in the online retail environment. This study aims to explore …

In a digitally empowered business world, a growing number of family businesses are
leveraging the use of chatbots in an attempt to improve customer experience. This research …

Chatbots are increasingly engaged in retail settings, although research shows that
consumers typically prefer engaging with humans over chatbots. Past literature has argued …

Purpose This study explores how chatbot gender and symbolic service recovery may
improve the satisfaction of angry customers in the context of service failures. It provides a …

The rise of the customer service chatbot Technological advancements in AI are continuously
transforming the way companies operate, including how they interact with their customers …