How do system and user characteristics, along with anthropomorphism, impact cognitive absorption of chatbots – Introducing SUCCAST through a mixed methods study

Chatbots are radically redefining the customer service landscape. With the advent of AI-enabled chatbots, like ChatGPT, organizations are adopting chatbots to provide better customer services; however, the user experience has been given less attention. Building on IS success model and cognitive absorption theory, we posit that system and user...