Conversational agents (chatbots, avatars and robots) are increasingly substituting human employees in service encounters. Their presence offers many potential benefits, but customers are reluctant to engage with them. A possible explanation is that conversational agents do not make optimal use of communicative behaviors that enhance relational outcomes. The purpose of this paper is to identify which human-like communicative behaviors used by conversational agents have positive effects on relational outcomes and which additional behaviors could be investigated in future research.,This paper presents a systematic review of 61 articles that investigated the effects of communicative behaviors used by conversational agents on relational outcomes. A taxonomy is created of all behaviors investigated in these studies, and a research agenda is constructed on the basis of an analysis of their effects and a comparison with the literature on human-to-human service encounters.,The communicative behaviors can be classified along two dimensions: modality (verbal, nonverbal, appearance) and footing (similarity, responsiveness). Regarding the research agenda, it is noteworthy that some categories of behaviors show mixed results and some behaviors that are effective in human-to-human interactions have not yet been investigated in conversational agents.,By identifying potentially effective communicative behaviors in conversational agents, this study assists managers in optimizing encounters between conversational agents and customers.,This is the first study that develops a taxonomy of communicative behaviors in conversational agents and uses it to identify avenues for future research.

中文翻译：

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对话主体中的类人交流：文献综述和研究议程

对话代理（聊天机器人，化身和机器人）越来越多地将人类员工替换为服务人员。他们的存在提供许多潜在的好处，但客户不愿与他们接触。可能的解释是，对话主体没有充分利用会增强关系结果的交流行为。本文的目的是确定会话代理所使用的类似于人的交往行为对关系结局具有积极影响，以及哪些其他行为可以在未来的研究中进行研究。本文对61篇研究行为影响的文章进行了系统综述。对话主体在关系结果上使用的交流行为。将根据这些研究中调查的所有行为创建分类法，在对人与人之间的服务遭遇进行分析并与文献进行比较的基础上，建立了研究议程。交往行为可以从两个方面进行分类：情态（言语，非言语，外表）和情态。立足点（相似性，响应能力）。关于研究议程，值得注意的是，某些类别的行为显示出混合的结果，并且尚未在对话代理中研究某些对人与人互动有效的行为。通过确定对话代理中潜在的有效交流行为，这项研究可帮助经理优化对话代理与客户之间的交流。