Effects of visual and linguistic anthropomorphic cues on social perception, self-awareness, and information disclosure in a health website

Sah, Young June; Peng, Wei

doi:10.1016/j.chb.2014.12.055

Cited by 77 publications

(49 citation statements)

References 58 publications

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“…On the contrary, proactive disclosures of users to recommender agents amplified users' positive perceptions towards the platform and their adherence to the recommendations. This supports earlier findings that demonstrated negative users' reactions to personalized recommendations by recommender agents (e.g., Puzakova et al, 2013;Sah & Peng, 2015). It can be implied from this study's results that anthropomorphic cues can also trigger negative reactions when the recommender agent's actions and mentality do not conform to people's inherent social roles and norms.…”

Section: Discussionsupporting

confidence: 90%

Don’t Take it Personally: Resistance to Individually Targeted Recommendations with Anthropomorphic Recommender Systems

Laban¹,

Araujo²

2020

Preprint

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Recommender agents, artificially intelligent recommender systems that demonstrate anthropomorphic cues, are widely available online to provide consumers with individually tailored recommendations. Nevertheless, little is known about the effect of their anthropomorphic cues on users’ resistance to both the system and recommendations. Moreover, individually tailored recommendations require users to disclose information proactively or reactively for receiving customized or personalized recommendations, which can trigger users’ resistance to the platform and the recommendations. Accordingly, this study examined the extent to which recommender systems’ anthropomorphic cues and the type of recommendations provided (customized and personalized) influenced online users’ perceptions of control, trustworthiness, and the risk of using the platform. The study assessed how these perceptions, in turn, influence users’ adherence to the recommendations. An online experiment among online users (N = 266) with recommender agents and web recommender platforms that provided customized or personalized restaurant recommendations was conducted. The results of the experiment entail that when recommendations are customized, as compared to personalized, users are less likely to demonstrate resistance and are more likely to adhere to the recommendations provided. Furthermore, the study’s findings suggest that these effects are amplified for recommender agents, demonstrating anthropomorphic cues, in contrast to traditional systems as web recommender platforms.

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Section: Discussionsupporting

confidence: 90%

Don’t Take it Personally: Resistance to Individually Targeted Recommendations with Anthropomorphic Recommender Systems

Laban¹,

Araujo²

2020

Preprint

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“…Studies following the Computers Are Social Actors (CASA) paradigm (Nass and Steuer, 1993;Reeves and Nass, 1996) have largely established that humans tend to react socially to computers and to technology. This effect has been shown for media in general (including television, e.g., Reeves and Nass, 1996), but especially for computers (Moon and Nass, 1998;Nass et al, 1995), websites (Kim and Sundar, 2012;Sah and Peng, 2015) and, more recently, conversational agents, such as chatbots (Araujo, 2018;Ho et al, 2018).…”

Section: Computers Are Social Actors and Mindless Anthropomorphismmentioning

confidence: 90%

Overcoming polarization with chatbot news? Investigating the impact of news content containing opposing views on agreement and credibility

Zarouali

Makhortykh

Bastian³

et al. 2020

European Journal of Communication

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Chatbots are a burgeoning opportunity for news media outlets to disseminate their content in a conversational way, and create an engaging experience around it. Since chatbots are social and interactive technologies, they might be effective tools to lower the threshold of engaging with news content containing opposing views. In an experiment, we test this idea by investigating whether people are more likely to accept a news article containing conflicting views when it is delivered by a chatbot, as compared with the same article on a news website. The results indicated that people agreed more to a counter-attitudinal news article when it was delivered by a news chatbot (compared with the website article). In addition, users also perceived this chatbot article as more credible. The underlying process for this effect was that people attributed human-like characteristics to the chatbot on an implicit level (i.e., perceived mindless anthropomorphism). These results are discussed in the light of their potential contribution to an informed public discourse and a decrease in polarization in our society.

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“…Linguistic cues (e.g., language style) and the name of the agent (e.g., human vs. machine-like name) might influence anthropomorphic perceptions, since even minimal cues can influence the extent to which humans identify with computer agents (Xu & Lombard, 2017). Linguistic cues affect social perceptions of websites (Sah & Peng, 2015) and language style can be manipulated to increase friendliness perceptions of virtual customer service agents (Verhagen et al, 2014). It is proposed that:…”

Section: Social Reactions To Conversational Agentsmentioning

confidence: 99%

Living up to the chatbot hype: The influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions

Araujo

2018

Computers in Human Behavior

659

442

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Disembodied conversational agents in the form of chatbots are increasingly becoming a reality on social media and messaging applications, and are a particularly pressing topic for service encounters with companies. Adopting an experimental design with actual chatbots powered with current technology, this study explores the extent to which human-like cues such as language style and name, and the framing used to introduce the chatbot to the consumer can influence perceptions about social presence as well as mindful and mindless anthropomorphism. Moreover, this study investigates the relevance of anthropomorphism and social presence to important company-related outcomes, such as attitudes, satisfaction and the emotional connection that consumers feel with the company after interacting with the chatbot.

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Effects of visual and linguistic anthropomorphic cues on social perception, self-awareness, and information disclosure in a health website

Cited by 77 publications

References 58 publications

Don’t Take it Personally: Resistance to Individually Targeted Recommendations with Anthropomorphic Recommender Systems

Don’t Take it Personally: Resistance to Individually Targeted Recommendations with Anthropomorphic Recommender Systems

Overcoming polarization with chatbot news? Investigating the impact of news content containing opposing views on agreement and credibility

Living up to the chatbot hype: The influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions

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