What is Anthropomorphic Chatbots

Companies are using automated technologies customer support to elevate customer experiences. However, the question arises as to whether this strategic move is beneficial for companies. Though several studies have demonstrated the use of anthropomorphic chatbots could positively impact customers, studies still lack comparing this benefit with real-time human interaction. Thus, this study aims to examine user experience between AI and human-based chat support and understand whether AI-based chatbots necessitate replacing human interaction in customer support. The results of the study indicated that perceived benefit and relevance among human-based chats are relatively high, and perceived risk was only limited to delayed response and negative attitude. However, chatbots evidenced their perceived risk was high in anthropomorphic chatbots. Risk factors such as ethical concerns, lack of human touch were commonly seen in anthropomorphic chatbots. On the other hand. their perceived benefit and relevance were seen in chatbots acting as substitute of search queries, web navigation. or product demonstration.