Naqvi, S.S. and Niayzi, A.A. 2025. Apology Strategies in Commercial Chatbots: A Speech Act Analysis of Formulaicity, Pragmatic Deficits, and Design Implications for Customer-Service Conversational AI Systems. HDSRC – International Human Development and Social Research Conference. (Mar. 2025). DOI:https://doi.org/10.5281/zenodo.21726941.