Customer service chatbots: Anthropomorphism and adoption

Sheehan, Benjamin; Jin, Hyun Seung; Gottlieb, Udo

doi:10.1016/j.jbusres.2020.04.030

Cited by 325 publications

(218 citation statements)

References 46 publications

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“…[26] "Humanlike features (e.g., humanlike appearance, emotions, personalities, and behaviors) of a product" [3,14,22] "The extent to which service robots simulate the characteristics, behaviors or appearances of humans" [27] An inference "Individuals' inferences that a chatbot's mental states are similar to those of a human" [45] "Inductive inference in which the perceiver attributes humanlike characteristics, motivations, intentions or underlying mental states to a non-human entity" [11] Other "The assignment of human traits and characteristics to conversation agents"…”

Section: Categorymentioning

confidence: 99%

“…This technology's AI capabilities (e.g., machine learning, natural language, and reasoning processing) [9,10] enable humanlike functions. These capabilities make autonomous vehicles operate autonomously, chatbots communicate with humans naturally, and social robots exhibit emotional responses [9,11], thereby allowing AIET to interact with humans in humanlike ways [9,12]. Researchers thus argue that the humanlike characteristics of AIET are unique technological features that can influence users' perception, adoption, and continued use of this technology [12][13][14][15][16].…”

Section: Introductionmentioning

confidence: 99%

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Machinelike or Humanlike? A Literature Review of Anthropomorphism in AI-Enabled Technology

Li¹,

Suh²

2021

Proceedings of the Annual Hawaii International Conference on System Sciences

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Due to the recent proliferation of AI-enabled technology (AIET), the concept of anthropomorphism, human likeness in technology, has increasingly attracted researchers' attention. Researchers have examined how anthropomorphism influences users' perception, adoption, and continued use of AIET. However, researchers have yet to agree on how to conceptualize and operationalize anthropomorphism in AIET, which has resulted in inconsistent findings. A comprehensive understanding is thus needed of the current state of research on anthropomorphism in AIET contexts. To conduct an in-depth analysis of the literature on anthropomorphism, we reviewed 35 empirical studies focusing on conceptualizing and operationalizing AIET anthropomorphism, and its antecedents and consequences. Based on our analysis, we discuss potential research gaps and offer directions for future research.

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Section: Categorymentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Machinelike or Humanlike? A Literature Review of Anthropomorphism in AI-Enabled Technology

Li¹,

Suh²

2021

Proceedings of the Annual Hawaii International Conference on System Sciences

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“…A chatbot is a software tool that allows users to have a conversation between a human and an artificial entity [25]. For this, messaging applications such as Facebook Messenger, Telegram or WhatsApp are used.…”

Section: B Chatbotsmentioning

confidence: 99%

“…With all the knowledge about gaps in the education of accountants, the need for a change in the education system becomes obvious, however, the Australian work of [25] it exposes how a significant number of accounting schools resist the adoption of new technologies to create solutions to the problems mentioned above. The reasons for this are explained by the lack of interest in implementing technologies with an extra workload, the little support and the lack of resources are also presented as important factors, but the one that is most considered in the results is the lack of Educators' time to learn and develop skills and competences with which they can efficiently adopt new technologies in educational systems.…”

Section: A Business Educationmentioning

confidence: 99%

Learning tax regulations through rules-based chatbots using decision trees: a case study at the time of COVID-19

Mellado-Silva

Ugalde

Lobos

2020

2020 39th International Conference of the Chilean Computer Science Society (SCCC)

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“…For this article, we will consider a chatbot as a software tool that allows users to have a conversation between a human being and an artificial entity [24]. One of these technology precursors is Joseph Weizenbaum, with Eliza [25] applied to psychoanalysis with promising results [26].…”

Section: Introductionmentioning

confidence: 99%

Effective Learning of Tax Regulations using Different Chatbot Techniques

Mellado-Silva¹,

Ugalde²,

Blanco-Lobos³

2020

Adv. sci. technol. eng. syst. j.

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Teaching tax-related regulations have always been a challenge due to the inclusion of external variables that hinder the learning process, such as the high complexity of tax systems and legislation variability. Universities have sought different alternatives to support the teaching process both outside and inside the classroom, ranging from recreational activities to active learning. This article will show the experience resulting from using a chatbot to support learning in accounting students for the teaching of tax regulations related to the Chilean tax system, comparing two types of tools, on the one hand, a free conversation chatbot using natural language processing versus a rule-based chatbot driven by a decision tree. The experimentation process was carried out with 50 higher education students, divided into an experimental group and a control group, in two different courses. The results obtained demonstrated in both cases greater effectiveness of the use of the chatbot in learning the tax matter, both in the free conversation chatbot where the experimental group obtained a 15.7% improvement versus the control group that obtained a 1.05% improvement, as in the chatbot that applied decision tree where the experimental group obtained a 32% improvement versus the control group with 5.2%. Considering the complexity of the content in tax matters and the little innovation in the existing teaching subjects in the area and that the students improve learning using both chatbot tools compared to other learning techniques, is considered a relevant contribution to teaching innovation.

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Customer service chatbots: Anthropomorphism and adoption

Cited by 325 publications

References 46 publications

Machinelike or Humanlike? A Literature Review of Anthropomorphism in AI-Enabled Technology

Machinelike or Humanlike? A Literature Review of Anthropomorphism in AI-Enabled Technology

Learning tax regulations through rules-based chatbots using decision trees: a case study at the time of COVID-19

Effective Learning of Tax Regulations using Different Chatbot Techniques

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