Over the last ten years there has been a growing interest around text-based chatbots,
software applications interacting with humans using natural written language. However …

AI-chatbots as frontline agents promise innovative opportunities for shaping service offerings
that benefit customers and retailers. Examining current practice through the lens of agency …

Artificial intelligence (AI) is gaining increasing attention from business leaders today. As a
primary AI tool, chatbots have seen increasing use by companies to support customer …

The advent of large language models (LLMs) has revolutionized natural language
processing, enabling the generation of coherent and contextually relevant text. As LLMs …

Chatbots are increasingly becoming important gateways to digital services and information—
taken up within domains such as customer service, health, education, and work support …

The use of text-based chatbots offering individual support to customers has increased
steadily in recent years. However, thus far, research has focused on comparing text-based …

Large language models (LLMs) provide a new way to build chatbots by accepting natural
language prompts. Yet, it is unclear how to design prompts to power chatbots to carry on …

Chatbots' growing popularity has brought new challenges to HCI, having changed the
patterns of human interactions with computers. The increasing need to approximate …

Thanks to artificial intelligence, chatbots have been applied to many consumer-facing
applications, especially to online travel agencies (OTAs). This study aims to identify five …

Standardised tools to assess a user's satisfaction with the experience of using chatbots and
conversational agents are currently unavailable. This work describes four studies, including …