“…From a service management perspective, the value of AI stems not from its virtual or unrecognized use but rather on the technology's ability to engage with customers at a social level (Van Doorn et al, 2017). Because of its lack of a bodily manifestation, AI generally involves text-or voice-driven conversational agents, such as chatbots and voice-based assistants (De Keyser, Köcher, Alkire, Verbeeck, & Kandampully, 2019). In social media settings, bots or social bots can refer to softwarebased robots that explicitly generate text to create a kind of artificial buzz, often to manipulate or deceive social media users (Ferrara, Varol, Davis, Menczer, & Flammini, 2016).…”