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AI Chatbots Versus Human Agents for Customer Service: A Social Belonging Perspective

Truvace record
TRV-2026-2660raw data (JSON)
Version
v1Published
First published
Evidence type
Controlled or validated comparison
Sources
1 sourcePeer-reviewed
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ABSTRACT Artificial intelligence (AI) has rapidly transformed customer service, leading to the widespread adoption of AI‐driven chatbots. Despite these advances, consumers consistently prefer human agents over AI chatbots, as documented in both academic research and industry reports. This research proposes a Social Belonging Perspective to explain this phenomenon. We conducted three online experiments involving 587 participants and one study based on real‐world social media data. Our findings indicated that inte…

The problem

In three online experiments with 587 participants plus a social media data study, interactions with AI customer service chatbots produced weaker purchase intentions than interactions with human agents, with a lower sense of belonging as the mechanism.

Sources

1 on file
  1. Journal of Consumer Behaviourdoi:10.1002/cb.70231
    Peer-reviewed2026-08-23

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v1

Truvace Impact Record TRV-2026-2660, v1: “AI Chatbots Versus Human Agents for Customer Service: A Social Belonging Perspective.” Truvace, 2026-11-12. /record/TRV-2026-2660 (accessed on the day you copy it). sha256 b65fc03fd6167c03…

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  1. Publishedv1b65fc03fd616…

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