We study the impacts of “humanizing” artificial intelligence (AI)-enabled autonomous customer service agents (chatbots). Implementing a field experiment in collaboration with a dual channel clo…
Xiaolong Wang - Chao Guo - Cong Gao - Yuying Wang - Huan Zhan - Li Ni - Kun Peng - Yuwei Li - Jianjun Wang - Feng Jing - Honghuan Lin - Aoxiang Lin - Xuan Tang - Shunag Liu - Lihua Zhang - Juan Yu - Lei Jiang