ALVA, Gonzalo; CACERES, Martin. Human Characteristics in Chatbots Cause an Impact on Customer Experience in The Banking Sector. Journal of Technology Management and Innovation, Santiago, Chile, v. 20, n. 2, p. 52–66, 2025. DOI: 10.4067/s0718-27242025000200052. Disponível em: https://www.jotmi.org/index.php/GT/article/view/4630. Acesso em: 18 jun. 2026.