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
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 …
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
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
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 …