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

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 occupying the online retailing landscape, and the volume of
consumer-chatbot service interactions is exploding. Even so, it still remains unclear how …

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

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 …

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

Retailers are increasingly using conversational AI (chatbots) for customer service due to the
perceived benefits and reduced operational costs of this emerging technology. Yet our …

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

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 …