Computer Science
10 months ago

Anthropomorphic chatbots boost customer satisfaction and loyalty in service scenarios.

Acceptance of AI in Service Scenarios: The Impact of Chatbot Anthropomorphism on Customers’ Willingness to Use Continuously
Li Xinshuo, Yingjian Wang

Paper Summary

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Chatbot anthropomorphism can make customers more likely to keep using chatbots for customer service. When chatbots seem more human-like, customers feel more competent and are more willing to continue using them. This can help companies improve how they use chatbots for customer support.