With the wide application of artificial intelligence, many enterprises provide online customer service through intelligent chatbot, but service failure often occurs. How to reduce the negative effect of service failure deserves attention. Based on social judgment theory and two sets of experiments, the research found that: Compared to task-oriented conversation style, under the social-oriented conversation style, the willingness to forgive the service failure is higher for the customers whose need for interpersonal interaction is low. And the warmth perception and competence perception to the robot have a complete mediation effect between conversation style and the willingness to forgive. However, when facing customers whose need for interpersonal interaction is high, the effect of robot conversation style on the willingness to forgive is not significant. The conclusion of this study has some reference for how to remedy the Intelligence Chatbot service failure.