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 …

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 …

The significant advancements in virtual assistant (VA) technology have fundamentally
transformed customer interactions in online retail. Using the underpinnings of Media …

Chatbots represent a viable interaction layer between online retailers and customers,
however, when it comes to online purchases in the form of conversational commerce …

Currently, online retailers evaluate whether chatbots—software programs that interact with
users using natural languages—could improve their customers' satisfaction. In a retail …

Understanding consumer emotions arising from robot-customers encounters and shared
through online reviews is critical for forecasting consumers' intention to adopt service robots …

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

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 …

Empowered by artificial intelligence (AI), chatbots are surging as new technologies with both
business potential and customer pushback. This study exploits field experiment data on …