The Customer Code - Decoding the Future of Marketing, AI, and Digital Strategy

Humanising Chatbots – When Does Anthropomorphism Work?

This episode explores the benefits and risks of making chatbots more human-like. Many businesses assume that giving chatbots human traits—such as personalities, emotions, and natural conversation patterns—will increase engagement. But does this always work? We discuss when anthropomorphism enhances trust and when it creates discomfort, the risks of the "uncanny valley," and how chatbot gender and self-congruence influence consumer interactions. Learn best practices for designing AI-powered chatbots that feel engaging without misleading users.