.../licences/by/4.0/legalcode Expansive learning Chatbots Conversational agents Activity system Human–robot collaboration Quickly developing artificial intelligence (AI)–based devices and digital agents (e.g. chatbots, virtual agents) offer the potential to automate a wide range of processes...

... may be seen at http://creativecommons.org/licences/by/4.0/legalcode Service providers increasingly use conversational agents (CAs), such as chatbots, to effectively communicate with customers while managing interaction costs and providing round-the-clock customer service. Yet, the adoption...

...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...

..., the purpose of this paper is to update existing classifications of Frontline Service Technology (FST) infusion. Moreover, the authors discuss three promising smart and connected technologies – conversational agents, extended reality (XR) and blockchain technology – and their respective implications...