A Review on Chatbot Personality and Its Expected Effects on Users

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Author(s): Marta Ferreira (University of Porto, Portugal)and Belem Barbosa (University of Porto, Portugal)
Copyright: 2023
Pages: 22
Source title: Trends, Applications, and Challenges of Chatbot Technology
Source Author(s)/Editor(s): Mohammad Amin Kuhail (Zayed University, UAE), Bayan Abu Shawar (Al-Ain University, UAE)and Rawad Hammad (University of East London, UK)
DOI: 10.4018/978-1-6684-6234-8.ch010

Keywords: Computer Science & IT / Engineering Science Reference / Web Technologies / Web Technologies & Engineering

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Abstract

The main objectives of this chapter are to provide an overview of chatbot personality dimensions and to analyze the expected impacts on user behavior. To accomplish these objectives, the chapter provides a detailed review of the main contributions in the literature regarding this topic. It highlights the chatbot personality characteristics that are expected to foster user satisfaction, trust, loyalty, and engagement. This information is useful for both practitioners and researchers, particularly related to customer service, as it provides clear guidance on what characteristics to incorporate in chatbots and on what factors need to be further studied in the future.

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A Review on Chatbot Personality and Its Expected Effects on Users

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