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With the rapid technological advancement and innovation in Industry 4.0/5.0, digitalization has become the mainstream that transforms the paradigm of many industries, businesses, and services. In this regard, AI-enabled chatbots have been increasingly adopted by many companies for providing customer services instead of human agents. On the one hand, the use of AI-enabled chatbots provides opportunities to reduce customers’ waiting time, improve efficiency, and minimize costs. On the other hand, it may, however, negatively affect customers’ experiences due to several reasons, e.g., unfamiliarity with the IT system, incapability to properly answer individualized questions by chatbots, etc. Several qualitative analyses have been done to investigate the benefits and challenges of using AI-enabled chatbots for companies and also to reveal the customers’ perceptions and experiences, but there is still a lack of …