Human-like communication in conversational agents: a literature review and research agenda

Michelle M. E. Van Pinxteren*, Mark Pluymaekers, Jos G. A. M. Lemmink

*Corresponding author for this work

Research output: Contribution to journalReview articleAcademicpeer-review

Original languageEnglish
Number of pages23
JournalJournal of Service Management
DOIs
Publication statusE-pub ahead of print - 11 Jun 2020

Keywords

  • Conversational agents
  • Communicative behaviors
  • Relational outcomes
  • Chatbot
  • Avatar
  • Robot
  • RELATIONSHIP QUALITY
  • CUSTOMER EXPERIENCE
  • SOCIAL PRESENCE
  • ROBOT
  • TECHNOLOGY
  • TRUST
  • ANTHROPOMORPHISM
  • EMPLOYEES
  • DESIGN
  • STYLE

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