Effects of Humanlikeness and Conversational Breakdown on Trust in Chatbots for Customer Service
(2022)
Presentation / Conference Contribution
Law, E. L., Følstad, A., & van As, N. (2022). Effects of Humanlikeness and Conversational Breakdown on Trust in Chatbots for Customer Service. . https://doi.org/10.1145/3546155.3546665
Trust in chatbots can be shaped by various factors such as humanlikeness in terms of visual appearance and conversational content, and conversational performance in terms of the chatbot’s ability to avoid conversational breakdown. The literature is i... Read More about Effects of Humanlikeness and Conversational Breakdown on Trust in Chatbots for Customer Service.