Knowledge Sharing Characteristics of Chatbots: a Knowledge Management Perspective

Nowadays, using chatbots, a subset of intelligent conversational agents, as shopping assistants or customer service agents is rising in E-businesses. Chatbots can share the knowledge customers are looking for 24/7/365, enhancing the company's competitive advantage and saving time and cost. Based on the literature, chatbots can influence customer satisfaction and even purchase intention. In this research, we will look at chatbots from a …