Task-oriented	Social-oriented
Chatbot anthropomorphic communication style	– Formal conversation – The agent only provides functional information, and focuses on tasks and completing the sale, without providing social conversations, except for the initial greeting and end of session.	– Informal conversation – In addition to offering functional information, the conversation involves relational dialogue with social interactions, such as customary greetings, emotional concerns, social praise, and well-wishing.
Script examples	Chatbot: Welcome to M.com. I am your virtual assistant. What can I help you with? Customer: Are your shoe sizes standard? Chatbot: Based on the feedback from the majority of our customers, the shoe sizes for M sports shoes are standard. I recommend buying the size you usually wear. Chatbot: If you like the shoe, you can place an order and try it on. I believe that M shoes will not disappoint you. Customer: Is the shoe’s material breathable? Chatbot: The net-like shoe surface creates excellent permeability. Chatbot: Please place an order if you like it. If there are more concerns, I recommend buying insurance with the shoe. If it does not fit, the insurance guarantees that you can return the shoes without providing any reason. Customer: Okay, thank you. Chatbot: Thanks for inquiring. Please check out this link for more information about deals and promotions (www.sample.com).	Chatbot: Hi, I’m your friendly and helpful virtual assistant. How good to have you here! I like these sports shoes too! I will be happy to assist you with any questions. Customer: Are your shoe sizes standard? Chatbot: Yes, they are true sizes. You can choose the size you usually wear. Chatbot: Do not worry about the shoe sizes. Customer: Is the shoe’s material breathable? Chatbot: The net-like shoe surface creates excellent permeability. Chatbot: The weather is turning cold, wearing thick socks with the shoe will keep you warm. Please take care of yourself. If you catch a cold, I’ll feel bad. Customer: Okay, thank you. Chatbot: You are so kind. It was so nice to chat with you. Please contact me anytime if have any further questions: www.sample.com. I’m looking forward to our next chat! Hope you have a good day.