In the dynamic landscape of e-commerce, the mode of communication between sellers and buyers has a profound impact on the overall shopping experience. The emergence of live chat services and the increasing prevalence of AI-assisted chatbots such as Shopmate have introduced new dimensions to this interaction. Understanding how these different forms of live chat influence the perceived social presence and trust of buyers is crucial for e-commerce success. I. The Concept of Perceived Social Presence in Live Chat 1.Human-to-Human Live Chat 2. AI-Assisted Chatbot II. The Link between Perceived Social Presence and Trust 1.In Human-to-Human Live Chat 2. In AI-Assisted Chatbot Interaction III. The Influence on Live Chat Adoption Intention 1.For Human-to-Human Live Chat 2. For AI-Assisted Chatbot In conclusion, the type of live chat, whether it’s human-to-human or AI-assisted like Shopmate, has a significant impact on the perceived social presence and trust of e-commerce buyers. While human-to-human live chat offers a more personalized and emotionally rich experience that can lead to stronger trust and higher adoption intention, AI-assisted chatbots have their own advantages in terms of speed and basic information provision. E-commerce managers and researchers need to be aware of these differences and work towards optimizing both forms of […]