HIGHLIGHTS
- What: The authors explore the theory of the relationship between humans and AI robots to understand the impact and mechanism of AI chatbots in customer service. As the main goal of social artificial_intelligence is to facilitate interaction and communication processes, customers expect the technology to not only display social cues, but also demonstrate mental abilities (the ability to infer others` beliefs, intentions, and desires by referencing previous conversations and sharing experiences and history with users) (Croes et_al, 2022).
- Who: (breadth and collaborators from the School of Business, Guangdong University of Foreign Studies, Guangzhou, China have . . .
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