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Review Open access Aug 2026

Relational intelligence in AI chatbots: Examining the trust–engagement-emotion–social presence model using PLS-SEM and fsQCA

AI-driven chatbots may have emerged as the main architects for developing relationships rather than simply processing transactions. The core challenge is to understand how AI-driven chatbots can help build customer relationships. Therefore, this study investigates how AI-driven chatbot determinants, such as personaliza...

Yang Wang, A. Safeer, Yewang Zhou · 0 citations

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