This study identified the research trends and intellectual structure of chatbots, through
chatbot-related articles to suggest a future research agenda. Systematic literature reviews …

Conversational robots powered by artificial intelligence (AI) are intensively implemented in
the insurance industry. This paper aims to determine the current level of acceptance among …

Purpose Customer service conversations are becoming increasingly digital and automated,
leaving service encounters impersonal. The purpose of this paper is to identify how …

Intelligent customer service agents (ICSAs) have been widely used as automated service
assistants in e-commerce. Although ICSAs are highly valued by enterprises, consumers …

Conversational robots (chatbots) are currently an extended Insurtech that is widely used to
enable policyholders' communication with insurance firms. This paper analyses customers' …

This study examines the double-edged sword effect of chatbot agent anthropomorphism on
customer acceptance in retail e-commerce using social response theory. Scenario-based …

Virtual agents (VAs) are increasingly used by firms to establish relationships with customers.
While this form of artificial intelligence offers numerous advantages, adverse outcomes can …

With the increasing integration of chatbots in various customer service contexts,
understanding factors that influence user interactions is of paramount importance. While …

Purpose Based on stimulus-organism-response theory, this study aims to explore how
digital service communication strategies affected customers'e-service agent use intentions …

Social-oriented language as a linguistic style can improve customer experiences in various
service contexts, involving both human employees and AI-enabled service agents. The …