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 …

The research on chatbots has gained momentum over the past few years. Academics and
practitioners investigate how these tools for communication with customers or internal team …

Purpose The rapid evolution in artificial intelligence (AI) has redefined the customer
experience and created huge opportunities for companies to interact with customers using …

There is an exponential growth of the use of AI applications in organisations. Due to the
machine learning capability of artificial intelligence (AI) applications, it is critical that such …

Artificial intelligence (AI)-based chatbots have received considerable attention during the
last few years. However, little is known concerning what affects their use for educational …

Purpose This study investigates whether and how the service quality of artificial intelligence
(AI) chatbots affects customer loyalty to an organization. Design/methodology/approach …

Artificial intelligence chatbots have invaded the tourism industry owing to their low cost and
high efficiency. However, the influence of emotional expressions of chatbots on service …

To improve customer experience and achieve sustainable development, many industries,
especially banking, have leveraged artificial intelligence to implement a chatbot into their …

While adopting chatbots powered by artificial intelligence could enhance knowledge
sharing, it also causes challenges due to the “dark side” of these agents. However, research …

Purpose AI-based chatbots are revamping employee communication in organizations. This
paper examines the adoption of AI-based employee experience chatbots by employees …