With advances in technology, personalized services provided by offline salespeople are replaced by new sales assistant methods, such as personalized chatbots in online and mobile environments. However, providing conversation-based recommendations may be insufficient to support consumers in online or mobile stores because they cannot experience the product in real-time. A salesperson often provides one-to-one customer support in an offline store, including verbal and visual recommendations. In this context, chatbots, the sales assistants, may better support consumers in the online and mobile environments by providing additional real-time visual information. This study aims to determine the condition of chatbots as online and mobile sales assistants, and the mechanisms by which consumers accept chatbots. The results indicate that a higher level of personalized chatbot messages enhances purchase intention through a sense of ease and understanding of the product. Moreover, additional real-time visual information (i.e., AR) supports chatbots in acting as successful sales assistants.

随着技术的进步，线下销售人员提供的个性化服务被新的销售助理方法所取代，例如在线和移动环境中的个性化聊天机器人。但是，提供基于对话的推荐可能不足以支持在线或移动商店中的消费者，因为他们无法实时体验产品。销售人员通常在线下商店中提供一对一的客户支持，包括口头和视觉推荐。在这种情况下，销售助理聊天机器人可以通过提供额外的实时视觉信息来更好地支持在线和移动环境中的消费者。本研究旨在确定聊天机器人作为在线和移动销售助理的状况，以及消费者接受聊天机器人的机制。结果表明，更高水平的个性化聊天机器人消息通过轻松感和对产品的理解来增强购买意愿。此外，附加的实时视觉信息（即 AR）支持聊天机器人充当成功的销售助理。