Chatbots in frontline services and customer experience: An anthropomorphism perspective

Abstract

This study measures the effects of chatbot anthropomorphic language on customers' perception of chatbot competence and authenticity on customer engagement while taking into consideration the moderating roles of humanlike appearance and brand credibility. We conducted two experimental studies to examine the conceptual framework. Study 1 tests the moderating effect of a chatbot's anthropomorphic appearance on the relationship between chatbots' language and customer engagement. Study 2 tests the moderating effect of brand credibility on the relationship between a chatbot's anthropomorphic language and customer engagement. The findings confirm that the interaction between humanlike appearance via the use of avatars and anthropomorphic language, such as using emojis, in conversations with customers influences customer engagement, and that this effect is mediated by perceived chatbot competence and authenticity. Further, the positive effect of anthropomorphic language on perceived competence, and subsequently on authenticity and engagement, is only significant when the brand credibility was low (vs. high). This study offers insights into the effect of chatbots' anthropomorphic language and provides suggestions on how to devise efficient strategies for engaging customers using chatbots.