[HTML][HTML] The impact of chatbots on customer loyalty: A systematic literature review
L Jenneboer, C Herrando… - Journal of theoretical and …, 2022 - mdpi.com
More and more companies have implemented chatbots on their websites to provide support
to their visitors on a 24/7 basis. The new customer wants to spend less and less time and …
to their visitors on a 24/7 basis. The new customer wants to spend less and less time and …
[HTML][HTML] Social companionship with artificial intelligence: Recent trends and future avenues
R Chaturvedi, S Verma, R Das, YK Dwivedi - … Forecasting and Social …, 2023 - Elsevier
The social companionship (SC) feature in conversational agents (CAs) enables the
emotional bond and consumer relationships. The heightened interest in SC with CAs led to …
emotional bond and consumer relationships. The heightened interest in SC with CAs led to …
On the design of and interaction with conversational agents: An organizing and assessing review of human-computer interaction research
Conversational agents (CAs), described as software with which humans interact through
natural language, have increasingly attracted interest in both academia and practice …
natural language, have increasingly attracted interest in both academia and practice …
A taxonomy of social cues for conversational agents
Conversational agents (CAs) are software-based systems designed to interact with humans
using natural language and have attracted considerable research interest in recent years …
using natural language and have attracted considerable research interest in recent years …
[HTML][HTML] Millennials' attitude toward chatbots: an experimental study in a social relationship perspective
Purpose Chatbots represent an innovative channel for retailers to meet young customers'
needs anywhere and at any time. Being an emergent technology, however, it is important to …
needs anywhere and at any time. Being an emergent technology, however, it is important to …
The impact of chatbot conversational skill on engagement and perceived humanness
RM Schuetzler, GM Grimes… - Journal of Management …, 2020 - Taylor & Francis
Conversational agents (CAs)—frequently operationalized as chatbots—are computer
systems that leverage natural language processing to engage in conversations with human …
systems that leverage natural language processing to engage in conversations with human …
[HTML][HTML] Chatbots or me? Consumers' switching between human agents and conversational agents
CY Li, JT Zhang - Journal of Retailing and Consumer Services, 2023 - Elsevier
With the application of artificial intelligence (AI) technology in organizational frontlines,
customers' service experiences have begun to shift from interactions with service personnel …
customers' service experiences have begun to shift from interactions with service personnel …
The acceptance of chatbots in an enterprise context–A survey study
F Brachten, T Kissmer, S Stieglitz - International Journal of Information …, 2021 - Elsevier
While Interactive systems such as Chatbots, are well known in personal environments with
technologies like “Apple's Siri” or the “Google's Assistant”, the acceptance of said …
technologies like “Apple's Siri” or the “Google's Assistant”, the acceptance of said …
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 …
How perceptions of intelligence and anthropomorphism affect adoption of personal intelligent agents
A personal intelligent agent (PIA) is a system that acts intelligently to assist a human using
natural language. Examples include Siri and Alexa. These agents are powerful computer …
natural language. Examples include Siri and Alexa. These agents are powerful computer …