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Journal Articles
Human-like communication in conversational agents: a literature review and research agenda
Open Access
Journal:
Journal of Service Management
Journal of Service Management (2020) 31 (2): 203–225.
Published: 18 June 2020
...Michelle M.E. Van Pinxteren; Mark Pluymaekers; Jos G.A.M. Lemmink Purpose Conversational agents (chatbots, avatars and robots) are increasingly substituting human employees in service encounters. Their presence offers many potential benefits, but customers are reluctant to engage with them...
