Consumer research on conversational agents (CAs) has been growing. To illustrate and
map out research in this field, we conducted a systematic literature review (SLR) of …

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

Artificial intelligence (AI) technologies offer novel, distinctive opportunities and pose new
significant challenges to organizations that set them apart from other forms of digital …

The use of text-based chatbots offering individual support to customers has increased
steadily in recent years. However, thus far, research has focused on comparing text-based …

Purpose Chatbots have been widely adopted to create more positive customer experiences
as customers now spend more time in digital environments. Despite the technological …

Customer service employees are generally advised to express positive emotion during their
interactions with customers. The rise and maturity of artificial intelligence (AI)–powered …

This study proposes an intelligent knowledge-based conversational agent system
architecture to support customer services in e-commerce sales and marketing. A pilot …

Abstract Purpose Anthropomorphism in Artificial Intelligence (AI)-powered devices is being
used increasingly frequently in consumer-facing situations (eg, AI Assistants such as Alexa …

Purpose Service robots are now an integral part of people's living and working environment,
making service robots one of the hot topics for service researchers today. Against that …

We study how humans make decisions when they collaborate with an artificial intelligence
(AI) in a setting where humans and the AI perform classification tasks. Our experimental …