Anthropomorphism of AI based chatbots by users during communication

Advancements in artificial intelligence (AI) provide new means of communication to users for various purposes. It also provides digital assistance through live chat interfaces which provide real time services to users. In modern times, services of human agent are getting replaced by software agents like chatbots designed with the help of natural language generally based on artificial intelligence. Anthropomorphism is personification of non-human entities/objects. Drawing on social response theory, this paper intends to examine whether the users anthropomorphize chatbots as they are expected to show the factors of trust, expertise, predictability, human-likeness, ease of use, risk, reputation and propensity to trust technology. Our findings demonstrate that users anthropomorphize the chatbots during their interactions resulted from an explanatory investigation undertaken. This paper intends to extend the current knowledge base related to natural language interfaces applicable to digital interactive agents other than chatbots.