Human-like communication in conversational agents: a literature review and research agenda

Volume: 31, Issue: 2, Pages: 203 - 225
Published: Mar 9, 2020
Abstract
Purpose Conversational agents (chatbots, avatars and robots) are increasingly substituting human employees in service encounters. Their presence offers many potential benefits, but customers are reluctant to engage with them. A possible explanation is that conversational agents do not make optimal use of communicative behaviors that enhance relational outcomes. The purpose of this paper is to identify which human-like communicative behaviors...
Paper Details
Title
Human-like communication in conversational agents: a literature review and research agenda
Published Date
Mar 9, 2020
Volume
31
Issue
2
Pages
203 - 225
Citation AnalysisPro
  • Scinapse’s Top 10 Citation Journals & Affiliations graph reveals the quality and authenticity of citations received by a paper.
  • Discover whether citations have been inflated due to self-citations, or if citations include institutional bias.