Beyond code: Consumer response to chatbots

Nicole Davis, Jianna Jin

Research output: Contribution to journalReview articlepeer-review

Abstract

Chatbots, a type of virtual AI entity designed to emulate human conversation, are gaining prominence in business and consumer domains. This research aims to consolidate extant literature focusing on a pivotal aspect: the human-likeness of chatbots. Employing three fundamental themes as organizational pillars – chatbot as a non-human entity, chatbot as a human-like entity, and chatbot as an ambiguous agent – we aim to not only spotlight important findings but also chart out potential trajectories for future exploration. By delving into the intricacies of chatbot–consumer interaction, we seek to shed light on unexplored dimensions of marketing research, ultimately enhancing our understanding of this evolving field.

Original languageEnglish
Article number101841
JournalCurrent Opinion in Psychology
Volume58
DOIs
StatePublished - Aug 2024

Bibliographical note

Publisher Copyright:
© 2024 Elsevier Ltd

Keywords

  • Anthropomorphism
  • Chatbots
  • Consumer interactions
  • Service bots
  • Virtual AI

ASJC Scopus subject areas

  • General Psychology

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