More recently, and fueled by technological advances in artificial intelligence (AI), human chat service agents are frequently replaced by conversational software agents (CAs) such as chatbots, which are systems such as chatbots designed to communicate with human users by means of natural language (e.g., Gnewuch et al. Over the last decade, chat services have become the preferred option to obtain customer support (Charlton 2013). The real-time nature of chat services has transformed customer service into a two-way communication with significant effects on trust, satisfaction, and repurchase as well as WOM intentions (Mero 2018). Customers use these chat services to obtain information (e.g., product details) or assistance (e.g., solving technical problems). ![]() Moreover, the results show that social presence mediates the effect of anthropomorphic design cues on user compliance.Ĭommunicating with customers through live chat interfaces has become an increasingly popular means to provide real-time customer service in e-commerce settings. ![]() Our results demonstrate that both anthropomorphism as well as the need to stay consistent significantly increase the likelihood that users comply with a chatbot’s request for service feedback. Drawing on social response and commitment-consistency theory, we empirically examine through a randomized online experiment how verbal anthropomorphic design cues and the foot-in-the-door technique affect user request compliance. Though cost- and time-saving opportunities triggered a widespread implementation of AI-based chatbots, they still frequently fail to meet customer expectations, potentially resulting in users being less inclined to comply with requests made by the chatbot. Today, human chat service agents are frequently replaced by conversational software agents or chatbots, which are systems designed to communicate with human users by means of natural language often based on artificial intelligence (AI). Communicating with customers through live chat interfaces has become an increasingly popular means to provide real-time customer service in many e-commerce settings.
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