Customer service chatbots can sometimes cause miscommunication with users. A study looked at how this affects people's willingness to use chatbots. They found that when chatbots make mistakes, people are less likely to see them as human-like and less likely to use them. However, when chatbots ask for clarification, it doesn't affect how human-like people think they are. People who prefer human interaction are more likely to see chatbots as human-like and use them. So, chatbots that act more like humans can meet the social needs of people who want human interaction.