Estimating the Impact of Humanizing Customer Service Chatbots

We study the impacts of humanizing artificial intelligence (AI)-enabled autonomous customer service agents (chatbots). Implementing a field experiment in collaboration with a dual channel clothing retailer based in the United States, we automate a used clothing buy-back process, such that individuals engage with the retailer's autonomous chatbot to describe the used clothes they wish to sell, obtain a cash offer, and (if they accept the offer) print a shipping label to finalize the transaction. We causally estimate the impact of chatbot anthropomorphism on transaction conversion by randomly exposing consumers to exogenously varied levels of chatbot anthropomorphism, operationalized by incorporating a random draw from a set of three anthropomorphic features: humor, communication delays, and social presence. We provide evidence that, in this retail setting, anthropomorphism is beneficial for transaction outcomes, but that it also leads to significant increases in offer sensitivity. We argue that the latter effect occurs because, as a chatbot becomes more human-like, consumers shift to a fairness evaluation or negotiating mindset. We also provide descriptive evidence suggesting that the benefits of anthropomorphism for transaction conversion may derive, at least in part, from consumers' increased willingness to disclose personal information necessary to complete the transaction.

Automated summary

This study investigates the impact of anthropomorphizing chatbots on transaction conversion rates. Findings suggest that anthropomorphism is beneficial for transaction outcomes in a retail setting, but also leads to increased sensitivity to offers. Moreover, consumers may shift to a fairness evaluation or negotiating mindset when interacting with more human-like chatbots.