Ann: Investor Presentation, page-46

To increase engagement, improve the shopping experience and drive the completion of transactions, we can take steps to humanize these interactions. Research published by the University of Wisconsin-Milwaukee last year revealed that giving chatbots a human name, using familiar language, infusing humor into the interactions, and implementing communication delays designed to replicate a human-to-human chat conversation had “a direct and beneficial relationship with transaction outcomes”.

https://www.thedrum.com/news/2022/10/26/how-meta-powering-up-business-messaging-next-gen-conversational-e-commerce

That top paragraph sounds awfully like the investor presentation we had a while ago that showed our digital head using the communication delay to replicate a real person