[HTML][HTML] Artificial intelligence empowered conversational agents: A systematic literature review and research agenda
MM Mariani, N Hashemi, J Wirtz - Journal of Business Research, 2023 - Elsevier
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 …
map out research in this field, we conducted a systematic literature review (SLR) of …
[HTML][HTML] Chatbots: History, technology, and applications
This literature review presents the History, Technology, and Applications of Natural Dialog
Systems or simply chatbots. It aims to organize critical information that is a necessary …
Systems or simply chatbots. It aims to organize critical information that is a necessary …
The human side of human-chatbot interaction: A systematic literature review of ten years of research on text-based chatbots
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 …
software applications interacting with humans using natural written language. However …
Conversational agents in therapeutic interventions for neurodevelopmental disorders: a survey
Neurodevelopmental Disorders (NDD) are a group of conditions with onset in the
developmental period characterized by deficits in the cognitive and social areas …
developmental period characterized by deficits in the cognitive and social areas …
Human-computer interaction in customer service: the experience with AI chatbots—a systematic literature review
L Nicolescu, MT Tudorache - Electronics, 2022 - mdpi.com
Artificial intelligence (AI) conversational agents (CA) or chatbots represent one of the
technologies that can provide automated customer service for companies, a trend …
technologies that can provide automated customer service for companies, a trend …
Trust me, I'm a bot–repercussions of chatbot disclosure in different service frontline settings
Purpose Chatbots are increasingly prevalent in the service frontline. Due to advancements
in artificial intelligence, chatbots are often indistinguishable from humans. Regarding the …
in artificial intelligence, chatbots are often indistinguishable from humans. Regarding the …
To be or not to be… human? Theorizing the role of human-like competencies in conversational artificial intelligence agents
Driven by the need to provide continuous, timely, and efficient customer service, firms are
constantly experimenting with emerging technological solutions. In recent times firms have …
constantly experimenting with emerging technological solutions. In recent times firms have …
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 …
Creepiness: Its antecedents and impact on loyalty when interacting with a chatbot
Consumers sometimes describe their experience of interacting with artificial intelligence‐
based human‐like chatbots as creepy. This study investigates the antecedents of creepiness …
based human‐like chatbots as creepy. This study investigates the antecedents of creepiness …
[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 …