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

Araujo, Theo

doi:10.1016/j.chb.2018.03.051

Cited by 599 publications

(432 citation statements)

References 42 publications

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“…Given VUI's transmit information in natural language, demonstrate contingent behavior and play a social role through autonomous assistance, they are especially likely to elicit anthropomorphic responses from humans (Reeves & Nass 1996). In fact, multiple studies find increased customer satisfaction in conversational interfaces when they are more human-like (Araujo 2018;Waytz 2014, ). To mitigate the risk of users perceiving a VUI's personality in unintended ways, it's recommended designers invest time in formulating and testing a persona for it.…”

Section: Findings On Agencymentioning

confidence: 99%

Increasing Perceived Agency in Human‐AI Interactions: Learnings from Piloting a Voice User Interface with Drivers on Uber

Silva¹

2019

Ethnographic Praxis

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This case study seeks to increase understanding of how agency is fostered in human-AI interaction by providing insight from Uber's development of a conversational voice-user-interface (VUI) for its driver application. Additionally, it provides user researchers with insight on how to identify agency's importance early in the product development process and communicate it effectively to product stakeholders. First, the case reviews the literature to provide a firm theoretical basis of agency. It then describes the implementation of a novel in-car Wizard-Of-Oz study and its usefulness in identifying agency as a critical mediator of driver interaction with the VUI before software-development. Afterward, three factors which impacted driver agency and product usage are discussed --conversational agency, use of the VUI in social contexts and perception of the VUI persona. Finally, the case describes strategies used to convince the engineering and product teams to prioritize features to increase agency. As a result, the findings led to substantive changes to the VUI to increase agency and enhance the user experience.

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Section: Findings On Agencymentioning

confidence: 99%

Increasing Perceived Agency in Human‐AI Interactions: Learnings from Piloting a Voice User Interface with Drivers on Uber

Silva¹

2019

Ethnographic Praxis

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“…No caso de uma conversação, a automação pode auxiliar no serviço ao cliente no atendimento ao consumidor em diversas áreas, como a bancária, no turismo, nos restaurantes e no e-commerce, entre outros (Khan & Das, 2018). (Araujo, 2018;O'Shea, 2012). Os agentes de conversação embodied possuem uma face ou corpo virtual, normalmente semelhante a um humano, que usam comunicação verbal (voz e texto) e não verbal (como a expressão facial e movimentos corporais).…”

Section: A Automação Da Conversação No Chatbotunclassified

“…Enquanto os agentes de conversação disembodied se comunicarem primariamente por interfaces baseadas no uso de mensagem, sendo possível utilizar texto e outros formatos de comunicação (como vídeos e imagens) (Araujo, 2018 Mou & Xu, 2017).…”

Section: Agente De Conversação Artificialunclassified

“…O uso da linguagem natural é uma das grandes dificuldades no desenvolvimento da interface de um chatbot e pode ser uma das barreiras para o uso da ferramenta (Khan & Das, 2018 (Hu et al, 2018), na presença de avatar (Kim & Sundar, 2012) e no uso de linguagem informal (Araujo, 2018 Mesmo que as pessoas reconheçam que uma máquina não é um humano, as pessoas tratam socialmente um computador de maneira similar a um humano (Kim & Sundar, 2012). A reação social a um objeto não humano já foi descrita nas interações com website (Kim & Sundar, 2012), robôs com corpo físico e agentes de conversação (Sivaramakrishnan, Fang, & Zaiyong, 2007).…”

Section: Agente De Conversação Artificialunclassified

“…A resposta social causada por um chatbot pode ser evocada pelas características antropomórficas de maneira consciente (mindful) ou inconsciente (mindless) no humano (Araujo, 2018;Kim & Sundar, 2012 Masahiro, 1970).…”

Section: Agente De Conversação Artificialunclassified

See 2 more Smart Citations

Atividades de chatbot no marketing de relacionamento em negócios digitais: estudo de caso múltiplos em empresas de varejo eletrônico

Yoda¹

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Chatbots in retail: How do they affect the continued use and purchase intentions of Chinese consumers?

Jiang

Qin

2022

J of Consumer Behaviour

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The application of artificial intelligence in the retail industry has exposed many innovation opportunities and significantly impacts consumer behavior. Based on the social presence, retailer innovativeness, and self-determination theories, this study constructs an integrated and original framework for elucidating the influence mechanism of the social characteristics of anthropomorphic intelligent services (chatbots) on consumer behavioral intentions. An empirical study of Chinese consumers (n = 442) reveals the following: first, the social presence of chatbots exerts a direct and positive impact on retailer experience innovativeness and intimacy; second, retailer experiential innovativeness, intimacy, and sense of empowerment mediate the influence of the social presence of chatbots on consumers' behavioral intentions; third, the cute communication styles in the low-level social presence are very conducive for promoting the relationships between social presence and experiential innovativeness. By improving the level of social presence, formal communication styles can play a key role in promoting relationships. Theoretically, this study contributes to the social presence theory by extending it to the interaction with retailer experiential innovativeness and exploring the chain-like mediating role of experiential innovativeness, as well as the self-determined satisfaction between the social presence and consumer behavior intentions. Furthermore, this study also examines how different chatbot communication styles moderate the influence of social presence on consumers' behavioral intentions, thereby revealing the differential effects and boundary conditions of chatbot social presence on consumer behaviors. These findings will offer retailers insights into consumers' psychological activities to practically design chatbots and conduct smart retail innovation activities. | INTRODUCTIONThe existing literature defines a chatbot as "a computer program, which simulates human language employing a text-based dialogue system" (Zumstein & Hundertmark, 2017; p.98) that is supported by advanced mobile technology, cloud technology, big data, and biometrics, while relying on natural language processing, such as text and semantic analyses, to generate answers from databases or networks through the knowledge graph (Huang & Rust, 2021). Chatbots, which are utilized in many fields, are generally run as chat programs. For example, the chatbots employed by Taobao's "Ali Xiaomi" and JD's "JIMI" enable customers to improve their chat experience through social language. Further, the virtual assistant, "M," which was created by Facebook, can help users shop, book hotels, and organize trips over the network. In China, chatbots are highly valued by industries and academia. A survey by iResearch predicted that the Chinese chatbot market size, which exhibits a continuous growth trend, would reach 1.40 and 2.71 billion Yuan in 2019 and 2020, respectively; it is

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

Cited by 599 publications

References 42 publications

Increasing Perceived Agency in Human‐AI Interactions: Learnings from Piloting a Voice User Interface with Drivers on Uber

Increasing Perceived Agency in Human‐AI Interactions: Learnings from Piloting a Voice User Interface with Drivers on Uber

Atividades de chatbot no marketing de relacionamento em negócios digitais: estudo de caso múltiplos em empresas de varejo eletrônico

Chatbots in retail: How do they affect the continued use and purchase intentions of Chinese consumers?

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