...Qian Chen; Yeming Gong; Yaobin Lu; Xin (Robert) Luo Purpose The purpose of this study is twofold: first, to identify the categories of artificial intelligence (AI) chatbot service failures in frontline, and second, to examine the effect of the intensity of AI emotion exhibited on the effectiveness...

... and identifies ways to enhance consumer purchase intention via AI chatbot promotion. Design/methodology/approach Microsoft Xiaoice served as the focal AI chatbot, and 331 valid samples were obtained. A two-stage structural equation modeling-artificial neural network approach was adopted to verify...