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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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Ma, S., & Koike, M. (2025) · International Journal of Human–Computer Interaction · doi:10.1080/10447318.2025.2481211 · Cited by 12
“Anthropomorphic design can enhance human-agent relationships, boosting trust, satisfaction, and user engagement, especially in social chat agents (Araujo, 2018; Konya-Baumbach et al., 2023; Liu et al., 2024; Lu et al., 2024).”
Prasanna, A., & Kushwaha, B. P. (2026) · Management Review Quarterly · doi:10.1007/s11301-025-00486-9 · Cited by 11
“This technological integration streamlines operations and creates a more engaging and efficient shopping journey, ultimately leading to higher customer satisfaction and improved business performance (Konya-Baumbach et al. 2023).”
Wut, T. M., Lee, S. W., Xu, J. B., & Kwok, M. L. J. (2025) · Informatics · doi:10.3390/informatics12030091 · Cited by 11
Niros, A., Niros, M. I., Baltas, G., Giovanis, A. N., & Painesis, G. (2025) · International Marketing Review · doi:10.1108/imr-10-2024-0443 · Cited by 11
Yun, H. S., & Bickmore, T. (2025) · CHI Conference Extended Abstracts on Human Factors in Computing Systems (CHI EA) · doi:10.1145/3706599.3720239 · Cited by 15
Cao, Y., Liu, Y., Lv, W., & Li, M. (2025) · Human Factors and Ergonomics in Manufacturing & Service Industries · doi:10.1002/hfm.70024 · Cited by 10
“A substantial body of empirical studies has explored how the anthropomorphic design of chatbot avatars affects users' first impressions (Go and Sundar 2019; Haugeland et al. 2022; Jin and Youn 2021; Konya ‐ Baumbach et al. 2023).”
BleacherBot: AI Agent as a Sports Co-Viewing Partner
Kim, K., Song, H., Ryu, J., Oh, C., & Suh, B. (2025) · CHI Conference on Human Factors in Computing Systems · doi:10.1145/3706598.3714178 · Cited by 11
“Additionally, previous research establishes a positive correlation between social presence and human-likeness, with human sensitivity often serving as a key measure [20, 31, 67].”
Ko, K.-C., Lin, C.-W., & Yeh, Z.-J. (2024) · Marketing Letters · doi:10.1007/s11002-024-09754-2 · Cited by 9
“Konya-Baumbach et al. (2023) found that the pronouns used (i.e., “I” vs. “the winebot” descriptions) would also influence customer trust.”
Blömker, J., & Albrecht, C. (2025) · Computers in Human Behavior Artificial Humans · doi:10.1016/j.chbah.2025.100126 · Cited by 14
Xie, C., Zhu, J., Xie, Y., Yan, J., & Liang, C. (2025) · Journal of Consumer Behaviour · doi:10.1002/cb.70008 · Cited by 9
Mou, Y., Wang, J., Ding, Z., Huang, J., & Wang, Z. (2025) · Journal of Hospitality Marketing & Management · doi:10.1080/19368623.2025.2532488 · Cited by 12
“Social presence refers to an individual’s subjective perception that the interaction partner is real and present Biocca (2006); Konya-Baumbach et al. (2023), and can be evoked by human-like attributes even without actual human interaction (Van Doorn et al., 2017).”
Liu, F.-J. (2026) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2025.104593 · Cited by 8
Legitimization of paltry favors effect and chatbot-moderated fundraising
Lee, S., Lee, E., Park, Y., & Park, G. (2023) · Current Psychology · doi:10.1007/s12144-023-05084-0 · Cited by 9
“Previous studies demonstrated that anthro-pomorphized entities can influence an individual’s attitude and behavior by evoking human schemas (Epley et al., 2007; Konya-Baumbach et al., 2023).”
Pandey, P., & Rai, A. K. (2024) · South Asian Journal of Business Studies · doi:10.1108/sajbs-04-2023-0102 · Cited by 9
The influence of communicating agent on users’ willingness to interact: A moderated mediation model
Zhou, Q., & Li, B. (2024) · Cyberpsychology Journal of Psychosocial Research on Cyberspace · doi:10.5817/cp2024-2-7 · Cited by 8
Is being human-like beneficial? The effect of anthropomorphism on chatbot persuasion in e-commerce
Yang, M., Peng, X., Wang, Q., Zhao, Y. C., & Wang, X. (2025) · Internet Research · doi:10.1108/intr-10-2023-0866 · Cited by 11
Dewanti, R., & Ikhsan, R. B. (2025) · International Journal of Information Management Data Insights · doi:10.1016/j.jjimei.2025.100339 · Cited by 9
Anthropomorphic technology in everyday life: focus on chatbots and impacts on mental health
Monteith, S., Glenn, T., Geddes, J. R., Whybrow, P. C., Achtyes, E. D., & Bauer, M. (2025) · European Archives of Psychiatry and Clinical Neuroscience · doi:10.1007/s00406-025-02088-8 · Cited by 9
Calleja, D. L., Schepers, J., & Nijssen, E. J. (2025) · Journal of service management · doi:10.1108/josm-11-2023-0470 · Cited by 7
Li, Z., Wu, C., Li, J., & Yuan, Q. (2025) · Aslib Journal of Information Management · doi:10.1108/ajim-05-2024-0427 · Cited by 8
El-Naggar, D. H., Hammad, H., & El-Bassiouny, N. M. (2025) · Journal of Services Marketing · doi:10.1108/jsm-12-2024-0634 · Cited by 10
Chen, J., Wang, S., & Ke, W. (2026) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2026.104840 · Cited by 7
Examining Generative AI User Disclosure Intention: A Perceived Affordance Perspective
Zhou, T., & Wu, X. (2025) · Journal of theoretical and applied electronic commerce research · doi:10.3390/jtaer20020099 · Cited by 8
Common ground improves learning with conversational agents
Körner, A., Tolzin, A., Janson, A., Leimeister, J. M., & Rummer, R. (2025) · Behaviour and Information Technology · doi:10.1080/0144929x.2025.2541222 · Cited by 7
“Moreover, and similar to conversational agents in other domains (Bickmore and Picard 2005; Konya-Baumbach, Biller, and von Janda 2023), a personalised communication style (Lin et al. 2020), polite responses (Wang et al. 2008), as well as the inclusion of affect (Guo and Goh 2015) and empathic…”
Zhao, Y., Keyong, Z., Haixin, X., Zhang, J., Zou, J., Runhao, L., & Lijing, W. (2025) · International Journal of Human-Computer Interaction · doi:10.1080/10447318.2025.2575298 · Cited by 7
“Therefore, the design of social chatbots is crucial (Konya-Baumbach et al., 2023), as the help they provide and the potential risks may be amplified in high expressive suppression groups.”
Fu, H., Shang, L., Lin, W., & Du, H. S. (2025) · Journal of Consumer Behaviour · doi:10.1002/cb.70076 · Cited by 7
What makes virtual influencers effective: the role of different types of anthropomorphism
Dalmazi, M. D., Peggiani, G., & Lamberti, L. (2026) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-05-2025-0707 · Cited by 7
Chen, J., Guo, F., Zhang, Z., Tian, X., & Ham, J. R. C. (2025) · International Journal of Human-Computer Interaction · doi:10.1080/10447318.2025.2499169 · Cited by 5
“Therefore, to make human-chatbot interaction more realistic and natural, chatbots are often designed with anthropomorphic cues (e.g., visual cues and linguistic cues) (Chen, Guo, et al., 2024; Konya-Baumbach et al., 2023).”
The relational shift: why we need “AI Psychology” Now as a core field
Alqasir, A. (2025) · Journal of Psychology and AI · doi:10.1080/29974100.2025.2573928 · Cited by 7
The dangers of AI friendship: Adolescent mental health and ethical oversight
Katoch, H., & Sandhu, D. (2025) · Elsevier eBooks · doi:10.1016/b978-0-443-41660-6.00016-8 · Cited by 5
Cao, C., Li, Z., Ni, M., Luo, F., & Ling, C. (2025) · Frontiers in Education · doi:10.3389/feduc.2025.1673150 · Cited by 5
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Banking on voice: AI attributes, technology perceptions, and trust in banking voicebot acceptance
Liew, T. W., Lim, C. T. M., Khan, M. T. I., & Tan, S.-M. (2025) · Computers in Human Behavior Reports · doi:10.1016/j.chbr.2025.100812 · Cited by 9
Chatbots that win hearts and wallets: Maximizing customer satisfaction and repeat purchases
Zhao, X., Khan, A. N., Shahzad, K., & Soomro, M. A. (2026) · European Research on Management and Business Economics · doi:10.1016/j.iedeen.2026.100307 · Cited by 5
Jamil, K., Anwar, A., & Mustafa, S. (2026) · Journal of Hospitality Marketing & Management · doi:10.1080/19368623.2026.2614407 · Cited by 5
“Therefore, the following hypotheses are proposed: H2a: Emotional Intelligence quality positively influences trust in customer service chatbots Konya-Baumbach et al. (2023) argue that the quality of engagement in customer service chatbots goes a long way to instill trust and loyalty among users,…”
Effect of interaction type and social playfulness on AI recommendation adoption
Park, M., Chung, N., & Koo, C. (2025) · Asia Pacific Journal of Tourism Research · doi:10.1080/10941665.2025.2548855 · Cited by 6
“As a result, users increasingly perceive AI as a social entity rather than a mechanical tool (Araujo, 2018; Konya-Baumbach et al., 2023).”
Zhang, S., Pham, N. A., & Luan, C. (2025) · Journal Of Vacation Marketing · doi:10.1177/13567667251382418 · Cited by 7
Ansari, B., & Sameer, A. (2026) · Journal of Technology in Behavioral Science · doi:10.1007/s41347-026-00594-7 · Cited by 4
Elmashhara, M. G., Tiago, M. T. B., & Silva, S. C. L. D. C. E. (2026) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-05-2025-0709 · Cited by 5
Weimann, T. G., Schlieter, H., Konofalska, U., & Ziemssen, T. (2026) · Behaviour and Information Technology · doi:10.1080/0144929x.2026.2641598 · Cited by 5
“Given that social presence is considered as an antecedent of trust (Brendel et al. 2022; Konya-Baumbach, Biller, and Von Janda 2023; Zhang, Luximon, and Li 2022) it is still possible that our manipulations were not strong enough to reveal differences in trust.”
Wang, Y., & Ngai, E. W. T. (2026) · Decision Support Systems · doi:10.1016/j.dss.2026.114688 · Cited by 4
Anthropomorphism in social AIs: Some challenges
Salles, A. L. F., & Paz, A. W. (2024) · Developments in neuroethics and bioethics · doi:10.1016/bs.dnb.2024.02.007 · Cited by 4
Cao, X., Cui, C., Zhou, B., Wang, D., Chen, X., Liu, H., Zhang, H., & Bai, X. (2024) · International Journal of Human-Computer Interaction · doi:10.1080/10447318.2024.2348225 · Cited by 3
“Users motivated by utilitarian needs aim to efficiently acquire the necessary information through product usage (Konya-Baumbach et al., 2023).”
The Effects of Cognitive Engagement and Humanness of Chatbots on Learning Outcomes and Motivation
Kim, J. L., Gweon, G., & Menekşe, M. (2025) · IEEE Transactions on Learning Technologies · doi:10.1109/tlt.2025.3577950 · Cited by 3
Ollier, J., Nißen, M., & von Wangenheim, F. (2025) · Computers in Human Behavior · doi:10.1016/j.chb.2025.108768 · Cited by 3
My AI is not My (Virtual) Friend
Krämer, N. C., Kühn, T., & Horstmann, A. C. (2025) · ACM International Conference on Intelligent Virtual Agents (IVA) · doi:10.1145/3717511.3747077 · Cited by 5
A Nexus of Explainability and Anthropomorphism in AI-Chatbots
Sauka, K., Saou, Y., Situmeang, F., & Kackovic, M. (2025) · Communications in computer and information science · doi:10.1007/978-3-032-08317-3_6 · Cited by 3
Herbener, A. B., & Damholdt, M. F. (2025) · Journal of Psychology and AI · doi:10.1080/29974100.2025.2590495 · Cited by 4
Stinkeste, C., & Skantze, G. (2025) · International Conference on Human-Agent Interaction (HAI) · doi:10.1145/3765766.3765773 · Cited by 5
Wang, H., Wang, N., Wang, H., & Wang, J. (2026) · Asia Pacific Journal of Marketing and Logistics · doi:10.1108/apjml-06-2025-1104 · Cited by 3
Ibrahim, F., Telle, N.-T., Lauckner, M., Karl, J. A., & Daseking, M. (2026) · Computers in Human Behavior Reports · doi:10.1016/j.chbr.2026.101003 · Cited by 4
Ghazvini, S. N., Ardabili, B. A., Arash, A. H., Hajmalek, S., Vafa, M. H., & Nosrati, H. (2026) · Computers in Human Behavior · doi:10.1016/j.chb.2026.109080 · Cited by 3
Shang, S., Yi, T., & You, X. (2025) · Internet Research · doi:10.1108/intr-10-2023-0853 · Cited by 3
Lu, F., & Chia, S. C. (2025) · International Journal of Human-Computer Interaction · doi:10.1080/10447318.2025.2520928 · Cited by 3
“The measure was adapted from Konya-Baumbach et al. (2023).”
Wei, S., Wei, W., & Zou, G. (2026) · Frontiers in Medicine · doi:10.3389/fmed.2026.1832598 · Cited by 2
“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).”
Sogemeier, D., Naujoks, F., Forster, Y., Krems, J. F., & Keinath, A. (2025) · International Journal of Human-Computer Interaction · doi:10.1080/10447318.2025.2578394 · Cited by 3
“Konya-Baumbach et al. (2023) The anthropomorphization of chatbots through linguistic cues has significant positive effects on trust, purchase intention, word of mouth, and satisfaction.”
He or she? A male-default bias in Chatbot gender attribution across explicit and implicit measures
Han, H., Lee, Y., Zhang, C., Lu, J., & Wang, L. (2025) · Computers in Human Behavior Reports · doi:10.1016/j.chbr.2025.100860 · Cited by 4
Plagge, E., & Jucks, R. (2025) · Journal of Media Psychology Theories Methods and Applications · doi:10.1027/1864-1105/a000499 · Cited by 2
Humanizing: on the anthropomorphization of AI as a tactic of cultural integration
Arsenault, L. M. (2025) · AI & Society · doi:10.1007/s00146-025-02823-8 · Cited by 2
Xie, Y., Liang, C., Zhou, P., Zhao, S., & Jiang, L. (2026) · Electronic Markets · doi:10.1007/s12525-026-00884-1 · Cited by 2
“…examined the influence of anthropomorphism on service success scenarios (Cheng et al., 2022; Chérif & Lemoine, 2019; David-Igna-tieff et al., 2024; Kim & Im, 2023; Konya-Baumbach et al., 2023), and studies on service failure scenarios have relatively few studies on the effects of anthropomorphism.”
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Luther, T., Mayer, M., & Kimmerle, J. (2026) · Journal of Psychology and AI · doi:10.1080/29974100.2026.2652861 · Cited by 4
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Impact of Visual and Verbal Anthropomorphism on User Satisfaction in Academic Library Services
Liu, H., Han, X., Li, S., Lin, W., & Zhang, M. (2026) · Journal of Web Librarianship · doi:10.1080/19322909.2026.2614563 · Cited by 2
“…2023), strengthened consumer–brand relationships (Chen & Lin, 2021, Wu et al., 2023a), improved evaluations and attitudes toward brands or products (Xu et al., 2023, Zhang et al., 2021), and increased purchase intentions and loyalty (Guido & Peluso, 2015, Han, 2021, Konya-Baumbach et al., 2023).”
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“Meanwhile, in CUI, chatbots with enhanced social presence cultivate trust and relational engagement, thereby affecting behavioral outcomes such as recurrent usage and loyalty [27], [28].”
Xu, T., Mi, L., Zhang, Z., & Feng, Z. (2025) · International Journal of Human-Computer Interaction · doi:10.1080/10447318.2025.2545458 · Cited by 1
“…predictive role of coexistent presence in various consumer behaviors, including purchase intentions for shared accommodations on online platforms (Ye et al., 2020), purchase behavior in livestreaming (Gao et al., 2023), and purchase intentions in chatbot interactions (Konya-Baumbach et al., 2023).”
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“Anthropomorphic cues were identified as a significant factor enhancing trust and satisfaction, in line with studies by Konya-Baumbach et al. (2023), Rhim et al. (2022), and Lu et al. (2022).”
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Publisher's note to “Anthropomorphizing Technology: An Assessing Review and Research Agenda”
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“In retail settings, for instance, CAs endowed with human-like linguistic cues, such as using more first-person descriptions, foster greater trust, stronger purchase intent, word-of-mouth, and higher satisfaction than their non-anthropomorphic conditions [81].”
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Reprint of: Anthropomorphizing Technology: An Assessing Review and Research Agenda
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Feng, X., Liu, G., & Wu, M. (2025) · Lecture notes in computer science · doi:10.1007/978-3-031-92712-6_22 · Cited by 1
Accessibility in Digital Health
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챗GPT의 서비스 품질과 정보 품질이 패션 제품의 구매의도와 구전의도에 미치는 영향
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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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