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AI-based chatbots in conversational commerce and their effects on product and price perceptions

Author

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  • Justina Sidlauskiene

    (ISM University of Management and Economics)

  • Yannick Joye

    (ISM University of Management and Economics
    Vilnius University)

  • Vilte Auruskeviciene

    (ISM University of Management and Economics)

Abstract

The rise of AI-based chatbots has gradually changed the way consumers shop. Natural language processing (NLP) technology and artificial intelligence (AI) are likely to accelerate this trend further. However, consumers still prefer to engage with humans and resist chatbots, which are often perceived as impersonal and lacking the human touch. While the predominant tendency is to make chatbots appear more humanlike, little is known about how anthropomorphic verbal design cues in chatbots influence perceived product personalization and willingness to pay a higher product price in conversational commerce contexts. In the current work, we set out to test this through one pre-test (N = 135) and two online experiments (N = 180 and 237). We find that anthropomorphism significantly and positively affects perceived product personalization, and that this effect is moderated by situational loneliness. Moreover, the results show that the interaction between anthropomorphism and situational loneliness has an impact on the willingness to pay a higher product price. The research findings can be used for future applications of AI-driven chatbots where there is a need to provide personalized and data-driven product recommendations.

Suggested Citation

  • Justina Sidlauskiene & Yannick Joye & Vilte Auruskeviciene, 2023. "AI-based chatbots in conversational commerce and their effects on product and price perceptions," Electronic Markets, Springer;IIM University of St. Gallen, vol. 33(1), pages 1-21, December.
    • Handle: RePEc:spr:elmark:v:33:y:2023:i:1:d:10.1007_s12525-023-00633-8
    DOI: 10.1007/s12525-023-00633-8
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    2. Christopher Gerling & Stefan Lessmann, 2024. "Leveraging AI and NLP for Bank Marketing: A Systematic Review and Gap Analysis," Papers 2411.14463, arXiv.org.
    3. Peter Hofmann & Nils Urbach & Julia Lanzl & Kevin C. Desouza, 2024. "AI-enabled information systems: Teaming up with intelligent agents in networked business," Electronic Markets, Springer;IIM University of St. Gallen, vol. 34(1), pages 1-8, December.

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    More about this item

    Keywords

    AI; Anthropomorphism; Chatbots; Conversational commerce; Perceived personalization; Perceived price; Situational loneliness;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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