From text boxes to talking faces: Comparing chatbots and digital humans for online review collection

Key Points

• Digital humans exhibit enhanced user experience over chatbots in online reviews, providing a more engaging interaction.
• Participants preferred digital humans, showing an increase in positive feedback interactions by 35%.
• Analysis compared chatbot and digital human interactions across various platforms to assess user engagement and review quality.
• Results imply that adopting digital human technologies could transform how businesses gather and assess customer feedback.