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This chapter discusses the role that chatbots can play along the customer journey. As text-based conversational agents that can have conversations with consumers through the use of natural language processing softwares, chatbots are now taking over customer service and support. In this chapter, we discuss what these tools can do (e.g., answering queries, handling customer complaints), how they can be best designed for successful customer experiences (e.g., human-like features, conversational style), and what is their impact on consumers’ perceptions and behaviour. We also build on current applications in the market to further discuss the role that these agents could play in the purchase stage and to suggest directions for future research on this topic.

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Correspondence to Ada Maria Barone .

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Barone, A.M., Stagno, E. (2023). Chatbots. In: Artificial Intelligence along the Customer Journey. Palgrave Macmillan, Cham.

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