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Digital sustainability
Published in Claudia E. Henninger, Kirsi Niinimäki, Marta Blazquez, Celina Jones, Sustainable Fashion Management, 2023
Claudia E. Henninger, Kirsi Niinimäki, Marta Blazquez, Celina Jones
The application of artificial intelligence to messenger chatbots or conversational agents for commercial purposes is referred to as conversational commerce. Conversational commerce has been described as using chat, texting, and other natural-language frameworks to communicate with individuals, brands, or services. Chatbots are a form of AI that simulates conversations with human users, improving interactions over time by implementing continuous learning algorithms (Moriuchi et al., 2021). They have the ability to conduct complex interactions with consumers, offering 24/7 customer service and greater customer engagement across technological platforms. Chatbots use natural-language processing, which means that they are designed to interact with customers as if the chatbot were a real person. They serve several functions, including site guides, virtual support, and even visual search, and they have become an important communication tool for fashion brands (Moriuchi et al., 2021). Overall, they offer high-quality support by ensuring that personalised service is available to meet customer needs at any time and anywhere (Chung et al., 2018). Further improvements in natural-language processing combined with the shift towards messaging as a primary channel for communication have contributed to increasing the popularity of chatbots in the retail industry (DeCicco et al., 2020). The main reasons for using chatbots are productivity, entertainment, and the social-relational benefits they provide.
Trust me, if you can: a study on the factors that influence consumers’ purchase intention triggered by chatbots based on brain image evidence and self-reported assessments
Published in Behaviour & Information Technology, 2021
Chiahui Yen, Ming-Chang Chiang
Second, there are few studies to date that have attempted to integrate the effects of consumer trust in chatbots and consumer trust in sellers on consumers’ purchase intentions. Despite the fact that considerable scholarly attention has been focused on multidimensional trust and behavioural outcomes (Ridings, Gefen, and Arinze 2002; Hsu et al. 2007; Lu, Zhao, and Wang 2010), there has been little exploratory research on the relationship among trust in chatbots, trust in sellers, and purchase intention. It is indisputable that conversational commerce development and chatbot usage offer multifaceted benefits for modern businesses. This outcome is crucial because challenges associated with how humans interact with chatbots can affect consumers’ trust in sellers. In particular, this study has highlighted the significance of trust predictors pertaining to chatbots and, in turn, trust in sellers and purchase intention.