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From text boxes to talking faces: Comparing chatbots and digital humans for online review collection | Synapse
March 3, 2026
From text boxes to talking faces: Comparing chatbots and digital humans for online review collection
WR
Warren Rosengren
AS
Agrim Sachdeva
University of Arizona
AK
Antino Kim
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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.
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Cite This Study
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Rosengren et al. (Fri,) studied this question.
synapsesocial.com/papers/69a75db9c6e9836116a27f02
https://doi.org/https://doi.org/10.1016/j.dss.2026.114626