Interactions with conversational agents (CAs) become increasingly common in our daily life.
While research on human-CA interactions provides insights into the role of CAs, the active …

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

Chatbots can be used in marketing services to substantially improve the consumer
experience. Based on cognitive appraisal theory, this study applied an event-related …

As organizations increasingly integrate artificial intelligence (AI)-infused chatbots into their
customer support strategies, understanding user satisfaction becomes paramount. This …

This research uses a Preferred Reporting Items for Systematic Review and Meta-Analysis
(PRISMA) protocol to investigate the utility of artificially intelligent (AI) conversational …

Technological advances have enabled firms to automate customer service by employing
artificial intelligence (AI) chatbots. Despite their many potential benefits, interactions with …

Purpose AI-driven product recommendation chatbots have markedly reduced operating
costs and increased sales for marketers. However, previous literature has paid little attention …

Chatbots are software-based systems designed to interact with humans using text-based
natural language and have attracted considerable interest in online service encounters. In …

Purpose This study aims to determine whether or not fashion retail brands can maintain their
essence by providing personalized care through conventional face-to-face interactions or …

Recent research has established a positive relationship between the use of service robots
powered by artificial intelligence in hospitality firms and customer satisfaction online ratings …