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Exploring Language Style in Chatbots to Increase Perceived Product Value and User Engagement

Elsholz, Ela ; Chamberlain, Jon ; Kruschwitz, Udo


Chatbots that can automatically answer customer requests have become a common feature on e-commerce Web sites. There are many factors that might affect overall customer satisfaction with such services. We explore how adding language style to e-commerce chatbots can be used to increase user satisfaction, perceived product value, user interest in a product, and user engagement with a chatbot ...


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