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Akcay, Ediz, Chapleo, Chris, Engen, Vegard and Hansen-Addy, Andrew ORCID: 0000-0002-6440-6312 (2023) The factors that influence AI-based chatbots' impact on customer experience in a B2B context. In: ISBE 2023 (Institute for Small Business and Enterpreneurship), 7th - 10th Nov, 2023, Aston University, Birmingham. (Unpublished)