Frontiers: Machines vs. Humans: The Impact of Artificial Intelligence Chatbot Disclosure on Customer Purchases

Abstract

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How artificial intelligence will change the future of marketing

“…Further, building from prior work (Şimşek and Yalınçetin 2010; also see Haslam et al 2005), Longoni et al (2019) show that these reservations are more for customers who have higher scores on the 'personal sense of uniqueness' scale. In other work on how customers engage with AI, Luo et al (2019) examined how (potential) customers engage with AI bots. In reality, AI bots can be as effective as trained salespersons, and 4x as effective as inexperienced salespersons.…”

“…This effort demands non-numeric data, in line with cells 2, 4, 5 and 6. & Considering Luo et al's (2019) findings, how should firms deploy AI sales bots effectively?…”

“…As noted, these negative views often stem from customers' sense that AI is unable to feel (Castelo et al 2018;Gray 2017) or that AI is relatively less able to identify what is unique about each customer (Longoni et al 2019). Also Luo et al (2019) suggest that customers perceive AI bots as being less empathetic. Customers also are less likely to adopt AI in consequential domains (Castelo et al 2018;Castelo and Ward 2016) and for tasks salient to their identity (Castelo 2019;Leung et al 2018).…”

“…In particular, customers might perceive a loss of autonomy if AI can substantially predict their preferences. In theory, because AI facilitates data-driven, micro-targeting marketing offerings (e.g., Gans et al 2017;Luo et al 2019), customers should view offerings more favorably, because it reduces their search costs. Yet it also could undermine customers' perceived autonomy, with implications for their evaluations and choices (André et al 2018).…”

Contributions and Risks of Artificial Intelligence (AI) in Building Smarter Cities: Insights from a Systematic Review of the Literature

“…Online 'chatbots' can help residents navigate new websites and online platforms [109], with training and tips customized based on individualized needs and interests [164]. Furthermore, AI use reasoning and intuition to assist decision-makers understand the reasons behind citizen acceptance, or non-acceptance, of new technology [165]. Where new approaches are required, AI can develop innovative solutions [95] and address future challenges [84].…”