Customer service chatbots: Anthropomorphism and adoption
B Sheehan, HS Jin, U Gottlieb - Journal of Business Research, 2020 - Elsevier
Firms are deploying chatbots to automate customer service. However, miscommunication is
a frequent occurrence in human-chatbot interaction. This study investigates the relationship …
a frequent occurrence in human-chatbot interaction. This study investigates the relationship …
Someone out there? A study on the social presence of anthropomorphized chatbots
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 …
to interact with customers. While companies begin to explore anthropomorphic chatbot …
Estimating the impact of “humanizing” customer service chatbots
We study the impacts of “humanizing” artificial intelligence (AI)-enabled autonomous
customer service agents (chatbots). Implementing a field experiment in collaboration with a …
customer service agents (chatbots). Implementing a field experiment in collaboration with a …
Blame the bot: Anthropomorphism and anger in customer–chatbot interactions
Chatbots have become common in digital customer service contexts across many industries.
While many companies choose to humanize their customer service chatbots (eg, giving …
While many companies choose to humanize their customer service chatbots (eg, giving …
It'sa Match! The effects of chatbot anthropomorphization and chatbot gender on consumer behavior
Chatbots are increasingly used as substitutes for human service agents in online shops.
This has led researchers to analyze how chatbot characteristics influence consumer …
This has led researchers to analyze how chatbot characteristics influence consumer …
Exploring age differences in motivations for and acceptance of chatbot communication in a customer service context
MJ van der Goot, T Pilgrim - … workshop on chatbot research and design, 2019 - Springer
This qualitative interview study explores age differences in perceptions of chatbot
communication in a customer service context. Socioemotional selectivity theory and …
communication in a customer service context. Socioemotional selectivity theory and …
Enhancing chatbot effectiveness: The role of anthropomorphic conversational styles and time orientation
Chatbots are increasingly engaged in retail settings, although research shows that
consumers typically prefer engaging with humans over chatbots. Past literature has argued …
consumers typically prefer engaging with humans over chatbots. Past literature has argued …
Enhancing customer satisfaction with chatbots: the influence of anthropomorphic communication styles and anthropomorphised roles
Y Xu, J Zhang, R Chi, G Deng - Nankai Business Review International, 2022 - emerald.com
Purpose Chatbots are increasingly used in online retail settings and are becoming a
powerful tool for brands to engage customers. However, consumers' satisfaction with these …
powerful tool for brands to engage customers. However, consumers' satisfaction with these …
Customer service chatbots: A qualitative interview study into the communication journey of customers
MJ van der Goot, L Hafkamp, Z Dankfort - International Workshop on …, 2020 - Springer
The current qualitative interview study describes the communication journey of customers
who wish to contact companies, and their evaluation of chatbot communication within this …
who wish to contact companies, and their evaluation of chatbot communication within this …
Chatbot for SMEs: Integrating customer and business owner perspectives
MA Selamat, NA Windasari - Technology in Society, 2021 - Elsevier
Purpose Chatbots have been widely adopted to create more positive customer experiences
as customers now spend more time in digital environments. Despite the technological …
as customers now spend more time in digital environments. Despite the technological …