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Someone out there? A study on the social presence of anthropomorphized chatbots
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“Lastly, certain individuals persist in favoring conventional teaching methodologies, posing conceptual obstacles to the adoption of novel technologies, as they are inclined to view chatbots solely as utilitarian devices rather than as collaborative educational partners (55).”
From Digital affordances of AI chatbots in nursing education: a systematic review of learning gains and gaps in the evidence (2026) · cites this paper as [55]
In the citing paper
“However, the extent of perceived social presence depends largely on the consumer's subjective perceptions of the chatbot's anthropomorphic characteristics (Konya- Baumbach etal.2023; Jin and Youn2023).”
From Consumer Response to Anthropomorphism of Text‐Based AI Chatbots: A Systematic Literature Review and Future Research Directions (2025) · cites this paper as Konya-Baumbach et al. 2023
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“While anthropomorphism has been well explored in the AI literature both conceptually and empirically (e.g., Adam et al., 2021; Konya-Baumbach et al., 2023), introduction of situational loneliness as a moderator constitutes a central contribution of this research paper.”
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“…investigating the e ff ect of anthropomorphism on acceptance intention have mostly analysed it in terms of emotional and functional value (Cai, Li, and Law 2022; Konya-Baumbach, Biller, and von Janda 2023; Pizzi et al. 2023), and have commonly combined warmth and competence (Cheng et al. 2022).”
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“…anthropomorphism in chatbots has been shown to enhance social presence, satisfaction, emotional connections with a company, trust, purchase intention, and perceived competence (Janson 2023; Jiang et al. 2022, 2023; Konya-Baumbach et al. 2023; Rhim et al. 2022; Nguyen et al. 2023; Araujo 2018).”
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“…may have a strong social or emotional dimen-sion (anthropomorphism engendered through the conversation metaphor and embodiment through language use; Konya-Baumbach, Biller, and von Janda 2023; Roy and Naidoo 2021), be more interactive and bi-directional, and have less structured tasks and goals…”
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“Although many researchers (Dekkal et al., 2023; Jiang et al., 2023; Konya-Baumbach et al., 2023) have focused on the humanoid attributes of chatbots to build customer trust in shopping assistant chatbots, this area of research is in initial stage and there is need of thorough investigation about…”
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“HSP is triggered by human staff, representing the sense of a conspecific presence, whereas ASP is evoked by a service robot, representing a different specific presence (Konya-Baumbach et al., 2023; van Doorn et al., 2017).”
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“…(aubel et al., 2022). business resilience (Paramita et al., 2022), trust, purchase intention, word-of-mouth and shopping experience satisfaction (konya-Baumbach et al., 2023). cui (2022) revealed that the anthropomorphism of intelligent chatbots has the potential to influence consumers’ risk…”
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“Konya-Baumbach et al. (2023) explored interactions between intelligent chatbots and customers on the basis of an experimental approach and reported that the PSE associated with chatbots positively affects TR.”
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“For instance, Konya-Baumbach et al. (2023) reported that higher levels of anthropomorphism in e-commerce chatbots increased intentions for word-of-mouth promotion, mediated by the chatbots’ enhanced social presence.”
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“This is also reflected in prior studies (Konya-Baumbach et al., 2023) and can be illustrated regarding the new phenomenon of human-like AI-generated social media influencers, which can exert positive brand benefits similar to those produced by human celebrity endorsers (Böhndel et al., 2023).”
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Estimating the Impact of “Humanizing” AI Assistants
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“…focused on business scenarios, such as investigating the anthropo-morphism of brands and products to improve consumers’ purchase intentions (Konya-Baumbach et al., 2023) or investigating the anthropomorphism of chatbots to enhance user interaction experiences (Go & Sundar, 2019; Schanke…”
InfluentialSeok, J., Lee, B. H., Kim, D., Bak, S., Kim, S., Kim, S.-T., & Park, S.-M. (2025) · International Journal of Human-Computer Interaction · doi:10.1080/10447318.2024.2443263 · Cited by 19
“Additionally, assigning human-like conversational characteristics or emotions to AI chatbots has been associated with increased reliability, satisfaction, and users’ intention to continue using them (Konya-Baumbach et al., 2023).”
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“Use-fulness and satisfaction reliably mediate continuance intention in technology-adoption paradigms [62,66,76,77,83,84,87,101].”
Xi, Y., Ji, A., & Yu, W. (2024) · Telematics and Informatics · doi:10.1016/j.tele.2024.102194 · Cited by 15
Rahman, M. S., Sabbir, M. M., Zhang, J., Taufique, K. M. R., & Rahman, M. M. (2024) · International Journal of Consumer Studies · doi:10.1111/ijcs.13096 · Cited by 14
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Kim, K., Shams, G., & Kim, K. (2025) · International Journal of Human-Computer Interaction · doi:10.1080/10447318.2025.2508915 · Cited by 13
“Prior research highlights the positive impact of anthropomorphic features on customer trust, engagement, and satisfaction by making digital agents appear more relat-able and socially competent (Blut et al., 2021; Konya-Baumbach et al., 2023).”
Not in our image: rethinking anthropomorphism in expert chatbot design
Karimova, G. Z. (2025) · AI & Society · doi:10.1007/s00146-025-02438-z · Cited by 17
The AI chatbot anthropomorphism dilemma
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Qian, Y., & Wan, X. (2025) · Technology in Society · doi:10.1016/j.techsoc.2025.103009 · Cited by 12
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“Humanlikeness of agents has been linked to several important factors in user interaction with conversational agents, such as perceived trust (Chen et al., 2023; Law et al., 2022; Rheu et al., 2021), and social presence (Dinh & Park, 2024; Konya-Baumbach et al., 2023; Van Hooijdonk, 2021).”
Williams, B. A. (2025) · International Journal of Human-Computer Interaction · doi:10.1080/10447318.2025.2575897 · Cited by 15
“For instance, voice assistants may enhance social presence through human-like vocal cues, such as tone, pitch, and speech patterns, which create a sense of warmth and immediacy (Konya-Baumbach et al., 2023).”
Metadata
- Authors
- Konya-Baumbach, E., Biller, M., & von Janda, S.
- Affiliations
- University of Mannheim (DE)
- Corresponding author
- Konya-Baumbach, Elisa
- Venue
- Computers in Human Behavior
- Publisher
- Elsevier BV
- Published
- 2023-02
- Volume
- 139
- Pages
- 107513
- ISSN
- 0747-5632 (ISSN-L)
- OpenAlex
- W4303649269
- Cited by
- 283
- References
- 74
- Citations by year
- 2026: 107 · 2025: 96 · 2024: 54 · 2023: 26
- FWCI
- 13.73
- Type
- journal article
- Language
- en
- Open access
- green
- doi.org
- Licence
- Locations
- Computers in Human Behavior (publishedVersion)
- ARBOR - Bern University of Applied Sciences Repository (submittedVersion)
- BFH: ARBOR
- Funders
- Deutsche Forschungsgemeinschaft (397270471)
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › AI in Service Interactions
- Social Sciences › Psychology › Social Psychology › Social Robot Interaction and HRI
- Social Sciences › Business, Management and Accounting › Marketing › Digital Marketing and Social Media
- Keywords
- chatbots, anthropomorphism, social presence, trust, purchase intention, word of mouth, customer satisfaction, shopping motivation, sensitive information disclosure
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