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 …

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

The present study is grounded in social exchange theory and resource exchange theory. By
exploring customers' satisfaction with chatbot services and their social media engagement, it …

Purpose This study presents one of the earliest empirical investigations on how brand
chatbots' anthropomorphic design and social presence communication strategies may …

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

This study examines how the certainty of consumer needs affects consumers' acceptance of
artificial intelligence (AI) chatbots in the online pre-purchase stage. Three experiments are …

As brands increasingly integrate artificial intelligence (AI)-enabled automation as part of
their communication efforts, marketers have employed social media brand chatbots to …

Research advances in artificial intelligence (AI) capabilities have resulted in intelligent and
humanlike AI-enabled technology (AIET). The concept of anthropomorphism—the attribution …

Chatbots are an emerging technology that is disrupting the tourism industry. Despite their
implementation in companies and at destinations, there is little research that evaluates …

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 …