The research aims to explain the role of customer frustration (CF) in the relationship between chatbot services failure (CSF) and repatronage intention. Frustration-Aggression Theory and Expectancy Disconfirmation Theory were utilized to investigate the relationships among the variables. A quantitative-based survey approach was adopted to test the hypotheses. Primary data was collected using google form telecommunication chatbot users, the final sample consisted of 304 participants. SEM-Pls was used to analysis the data using SmartPLS v. 4.1.0.9. The results convey the chatbot service failure impacted repatronage intention negatively and customer frustration partially mediated this relationship. The reseach contributes to the understanding of computer–human interaction and consumer behaviors. The findings suggest that CEO should consider their industry before replacing employees with chatbots, and chatbot developers should consider integrating hybrid models of chatbot-human interaction.