The return of the chatbots

Robert Dale

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AI in Service Interactions Artificial Intelligence Applications Speech and dialogue systems

Abstract

Abstract By all accounts, 2016 is the year of the chatbot. Some commentators take the view that chatbot technology will be so disruptive that it will eliminate the need for websites and apps. But chatbots have a long history. So what's new, and what's different this time? And is there an opportunity here to improve how our industry does technology transfer?

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2020How Should My Chatbot Interact? A Survey on Social Characteristics in Human–Chatbot Interaction Design 2020Chatbots in retailers’ customer communication: How to measure their acceptance?2021Estimating the Impact of “Humanizing” Customer Service Chatbots 2022AI-powered chatbot communication with customers: Dialogic interactions, satisfaction, engagement, and customer behavior 2022Human-Computer Interaction in Customer Service: The Experience with AI Chatbots—A Systematic Literature Review 2022Alexa, what do we know about conversational commerce? Insights from a systematic literature review 2020Users' experiences with chatbots: findings from a questionnaire study 2021The Chatbot Usability Scale: the Design and Pilot of a Usability Scale for Interaction with AI-Based Conversational Agents

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