A carregar...
Publicação
Chatbot design factors influencing Generation Z in fast-moving consumer goods industry
| Nome: | Descrição: | Tamanho: | Formato: | |
|---|---|---|---|---|
| 2.39 MB | Adobe PDF |
Autores
Orientador(es)
Resumo(s)
This study explores which chatbot design factors positively influence trust and
engagement among Generation Z consumers in the fast-moving consumer goods e-commerce
industry. Through qualitative, expert interviews and user-centered analysis, key expectations of
Generation Z regarding conversational design, visual appearance, and functional reliability are
identified. The findings offer practical guidance for designing chatbots that appeal to this
digitally native generation, aiming to improve user experience, strengthen customer trust, and
enhance conversion rates in online fast-moving consumer goods retail environments.
Descrição
Palavras-chave
Chatbot User experience Gen Z E-commerce FMCG User interface Conversional design Anthropomorphism Uncanny Valley Effect