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 …

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 …

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 …

Understanding the user experience of chatbots for customer service is essential to realize
the potential of this technology. Such chatbots are typically designed for efficient and …

Chatbots can be configured to provide customer service. This thesis submits two quantitative
studies to support the idea that a chatbot's perceived humanness is important to consumers …

Communicating with customers through live chat interfaces has become an increasingly
popular means to provide real-time customer service in many e-commerce settings. Today …

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

Conversational agents (CAs) are frequently used in customer service. However, state-of-the-
art CAs often fail to understand user input. Such failures represent trust violations and can …

This study measures the effects of chatbot anthropomorphic language on customers'
perception of chatbot competence and authenticity on customer engagement while taking …

Information technology is rapidly changing the way how people collaborate in enterprises.
Chatbots integrated into enterprise collaboration systems can strengthen collaboration …