The role of chatbots’ human-like characteristics in online shopping

Investigating the acceptance intentions of online shopping assistants in E-commerce interactions: Mediating role of trust and effects of consumer demographics

“…Past research proves anthropomorphism influences customer trust in AI service robots [ 75 ] and chatbots [ 29 ]. However, there is also empirical evidence that anthropomorphism hurts trust in chatbots for online shopping [ 151 ]. Hence, future researchers can further investigate which anthropomorphic characteristics of OSAs positively and negatively affect customers' trust.…”