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When AI Remembers: Investigating the Dual Role of Long‐Term Memory in Chatbots
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- TRV-2026-2560raw data (JSON)
- Version
- v1Published
- First published
- Evidence type
- Controlled or validated comparison
- Sources
- 1 sourcePeer-reviewed
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ABSTRACT This research investigates the dual role of long‐term memory (LTM) in AI chatbots and its impact on customer outcomes. Drawing on Mind Perception Theory and Privacy Calculus Theory, we conceptualize LTM as a continuity‐based design capability that may be interpreted as a functional service feature, a privacy‐relevant cue, or a basis for anthropomorphic inference. Across three controlled scenario‐based online experiments in e‐commerce customer service, we manipulated the presence of LTM and, in Study 3,…
55Gain side
How the two sides scoreClose call
58Problem side
The gain
In three online experiments in e-commerce customer service, chatbots with long-term memory significantly increased customer satisfaction and continuance intention, mainly by making the bot seem more competent.
The problem
In the same experiments, the benefits of chatbot memory were partially offset by perceived anthropomorphism and privacy concerns, and baseline perceived privacy empowerment did not reduce those concerns.
A fixed formula sets both scores from the evidence and its sources. Reader votes don’t move them.
What the scores mean
G is the gain side, out of 100. It goes up when the gain is specific, when it measurably helped people and when the sources behind it are strong.
P is the problem side, out of 100. It goes up when the problem is specific, when it measurably hurt people and when the sources behind it are strong.
What this doesn’t fix
The findings come from controlled, scenario-based online experiments in an e-commerce customer service setting, not from observed behavior with real deployed chatbots.
Sources
1 on file- Psychology & Marketingdoi:10.1002/mar.70267
Cite this record
v1Truvace Impact Record TRV-2026-2560, v1: “When AI Remembers: Investigating the Dual Role of Long‐Term Memory in Chatbots.” Truvace, 2026-11-12. /record/TRV-2026-2560 (accessed on the day you copy it). sha256 bd9b60f1ea54ed49…
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