The artificial intelligence (AI) chatbot is emerging as a significant corporate customer-facing
application, potentially increasin customer service efficiency while reducing costs. However …

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

AI chatbots have been widely applied in the frontline to serve customers. Yet, the existing
dimensions and scales of service quality can hardly fit the new AI environment. To address …

Chatbots are mainly text-based conversational agents that simulate conversations with
users. This study aims to investigate drivers of users' satisfaction and continuance intention …

Purpose Artificial intelligence (AI) customer service chatbots are a new application service,
and little is known about this type of service. This study applies service quality, trust and …

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

As organizations increasingly integrate artificial intelligence (AI)-infused chatbots into their
customer support strategies, understanding user satisfaction becomes paramount. This …

Understanding and improving user experience is key to strengthening uptake and realizing
the potential of chatbots for customer service. In this paper, we investigate customer …

Artificial intelligence (AI) conversational agents (CA) or chatbots represent one of the
technologies that can provide automated customer service for companies, a trend …

Purpose While customer experience (CE) is recognized as a critical determinant of business
success, both academics and managers are yet to find a means to gain a comprehensive …