AI-powered chatbot communication with customers: Dialogic interactions, satisfaction, engagement, and customer behavior
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Their stochastic behaviors, hidden memory states, and opaque prompt engineering render the artificial scaffolding behind relational realism largely imperceptible.
“Yet their stochastic behaviors, hidden memory states, and opaque prompt engineering render the artificial scaffolding behind relational realism largely imperceptible”
From Toward an Ethic of Synthetic Relationality: Identity, Intimacy, and Risk in AI-Mediated Roleplay Environments (2025) · cites this paper as Jiang et al. 2022
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- Authors
- Jiang, H., Cheng, Y., Yang, J., & Gao, S.
- Affiliations
- Syracuse University (US)
- North Carolina State University (US)
- Nanjing Normal University (CN)
- Corresponding author
- Gao, Shanbing
- Venue
- Computers in Human Behavior
- Publisher
- Elsevier BV
- Published
- 2022-09
- Volume
- 134
- Pages
- 107329
- ISSN
- 0747-5632 (ISSN-L)
- OpenAlex
- W4280628993
- Cited by
- 362
- References
- 21
- Citations by year
- 2026: 93 · 2025: 138 · 2024: 83 · 2023: 43 · 2022: 5
- FWCI
- 20.98
- Type
- journal article
- Language
- en
- Open access
- closed
- Licence
- Locations
- Computers in Human Behavior (publishedVersion)
- Topics
- Physical Sciences › Computer Science › Artificial Intelligence › AI in Service Interactions
- Social Sciences › Sociology and Political Science › Digital Marketing and Social Media
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Keywords
- chatbots, customer satisfaction, social media engagement, purchase intention, price premium, responsiveness, conversational tone, dialogic communication, social exchange theory, resource exchange theory, consumer behavior, mediation model
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