...Mariem Sboui; Ons Baati; Nadia Sfar Purpose Chatbots emerge as a prominent trend within the context of evolving communication settings and enhancing customer experience to improve firms' total quality management strategies. Specifically, users’ initial trust in such chatbots is critical...

...Kanchan Pranay Patil; Mugdha Shailendra Kulkarni; Manoj Hudnurkar Purpose This study aims to explore the potential of artificial intelligence with AI-powered humanoid Chatbots (AIPHC) as transformative tools to improve customer service quality in the insurance sector. The usability and efficiency...

...Grazia Murtarelli; Carolina Collina; Stefania Romenti Purpose Chatbots represent one of the most relevant trends within the communication settings and the management of relationships with consumers. New generations, such as millennials are favourable to interact with chatbots instead of human...