van Hamond, Jason, et al. “Business Benefits and Customer Perceptions in Customer Service Chatbots”. 38th Bled EConference: Empowering Transformation: Shaping Digital Futures for All: Conference Proceedings, edited by Andreja Pucihar et al., University of Maribor Press, 2025, pp. 85-100, https://doi.org/10.18690/um.fov.4.2025.6.