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

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

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

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

Text-based chatbots are being touted as a disruptive innovation with unprecedented
business potential. However, frequent failures in human–chatbot conversations have led to …

Disembodied conversational agents in the form of chatbots are increasingly becoming a
reality on social media and messaging applications, and are a particularly pressing topic for …

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 …

Although chatbots are oftentimes used in customer service encounters, interactions are
oftentimes perceived as not satisfactory. One key aspect for designing chatbots is the use of …

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