Many firms are beginning to replace customer service employees with bots, from humanoid
service robots to digital chatbots. Using real human–bot interactions in lab and field settings …

Artificial intelligence (hereafter AI) is widely considered as a driving force in the current
digital economy, with many firms having already invested in AI. Since AI is unconstrainted by …

This research shows that AI-based conversational interfaces can have a profound impact on
consumer–brand relationships. We develop a conceptual model of verbal embodiment in …

Artificial intelligence (AI) has become a disruptive force that has revolutionized industries
and changed business practices. The integration of AI has brought numerous benefits to …

The rise of AI-based chatbots has gradually changed the way consumers shop. Natural
language processing (NLP) technology and artificial intelligence (AI) are likely to accelerate …

The expansion of e‐commerce has increased scholarly interest in Business‐to‐Customer
(B2C) last‐mile delivery (LMD). LMD occurs in a unique logistical context and presents …

Can AI-generated voices be designed to improve product and brand perceptions? Akin to
human voices that evoke mental images in a listener even without visual cues, artificially …

Prior research revealed a striking heterogeneity of how consumers view smart objects, from
seeing them as helpful partners to merely a useful tool. We draw on mind perception theory …

The use of conversational agents (eg, chatbots) to simplify or aid consumers' purchase
decisions is on the rise. In designing those conversational agents, a key question for …

Smart personal assistants (SPAs), such as Alexa for example, promise individualized user
interactions owing to their varying interaction possibilities, knowledgeability, and human-like …