Don’t shoot the messenger: the impact of anthropomorphized chatbots and recommendations during a process service failure☆

Key Points

• User experience suffers during service failures when interactions involve anthropomorphized chatbots, leading to dissatisfaction.
• Among participants, an increase in negative emotions was noted, highlighting the impact on overall sentiment toward the service.
• Observational analysis focused on interactions with chatbots during service failure scenarios, evaluating user reactions and perceptions.
• These findings highlight the necessity for thoughtful chatbot design, particularly in managing service failures and user expectations.