Mitigating the intrusive effects of smart home assistants by using anthropomorphic design features: A multimethod investigation

Benlian, Alexander; Klumpe, Johannes; Hinz, Oliver

doi:10.1111/isj.12243

Cited by 119 publications

(111 citation statements)

References 126 publications

(166 reference statements)

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“…Consequently, through interacting with an anthropomorphized computer system, a user may perceive a sense of social presence (i.e., a "degree of salience of the other person in the interaction" (Short et al 1976, p. 65)), which was originally a concept to assess users' perceptions of human contact (i.e., warmth, empathy, sociability) in technology-mediated interactions with other users (Qiu and Benbasat 2009). Therefore, the term "agent", for example, which referred to a human being who offers guidance, has developed into an established term for anthropomorphically designed computer-based interfaces (Benlian et al 2019;Qiu and Benbasat 2009).…”

Section: Social Response Theory and Anthropomorphic Design Cuesmentioning

confidence: 99%

AI-based chatbots in customer service and their effects on user compliance

2020

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Communicating with customers through live chat interfaces has become an increasingly popular means to provide real-time customer service in many e-commerce settings. Today, human chat service agents are frequently replaced by conversational software agents or chatbots, which are systems designed to communicate with human users by means of natural language often based on artificial intelligence (AI). Though cost-and time-saving opportunities triggered a widespread implementation of AI-based chatbots, they still frequently fail to meet customer expectations, potentially resulting in users being less inclined to comply with requests made by the chatbot. Drawing on social response and commitment-consistency theory, we empirically examine through a randomized online experiment how verbal anthropomorphic design cues and the foot-in-the-door technique affect user request compliance. Our results demonstrate that both anthropomorphism as well as the need to stay consistent significantly increase the likelihood that users comply with a chatbot's request for service feedback. Moreover, the results show that social presence mediates the effect of anthropomorphic design cues on user compliance.

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Section: Social Response Theory and Anthropomorphic Design Cuesmentioning

confidence: 99%

AI-based chatbots in customer service and their effects on user compliance

2020

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“…Through their ability to understand spoken input and to answer in a spoken manner, VAs can engage in human-like conversations with their users, thereby establishing a sense of anthropomorphism, that is the attribution of human-like characteristics to a VA by the user [24]. In respect of VAs, these human-like characteristics may even attenuate the negative effects of privacy invasions in the smart home context [25]. While the system's spoken output and resulting anthropomorphism change consumers' perceptions, the users' ability to interact in a spoken way also affects their overall interaction experience.…”

Section: Voice Assistantsmentioning

confidence: 99%

Why Another Customer Channel? Consumers’ Perceived Benefits and Costs of Voice Commerce

Rzepka¹,

Berger²,

Heß³

2020

Proceedings of the Annual Hawaii International Conference on System Sciences

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Owing to rapidly increasing adoption rates of voice assistants (VAs), integrating voice commerce as a new customer channel is among the top objectives of businesses' current voice initiatives. However, customers are reluctant to use their VAs for shopping; a tendency not explained by extant literature. Therefore, this research aims to understand consumers' perceived benefits and costs when using voice commerce, based on a theoretical framework derived from prior literature and the theory of reasoned action. We evaluated and extended this framework by analyzing 30 semi-structured interviews with smart speaker users. According to our results voice commerce consumers perceive benefits in terms of efficiency, convenience, and enjoyment, and criticize the perceived costs of limited transparency, lack of trust, lack of control, and low technical maturity. The resulting model sheds light on the promoters and inhibitors of voice commerce and provides guidelines that enable practitioners to design and improve voice commerce applications.

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“…It is important to acknowledge that especially visual anthropomorphic cues can be conveyed both through software features, such as a smiling virtual agent, and through hardware features (Fig. 3), which can be observed in the design of the virtual assistant in the paper by Benlian et al (2019).…”

Section: Anthropomorphic Information Systemsmentioning

confidence: 99%

“…Among those areas, for example, teaching assistants or health assistants may be found (Elmasri and Maeder 2016;Heller et al 2005). (Benlian et al 2019) Chatbots were one of the earliest attempts of forming CA and enjoy great popularity today, which is why these terms are often used interchangeably. The implementation of chatbots requires natural language understanding/processing (NLU/NLP), which is used to converse with human agents through text-based chat in a natural verbal manner (Luger and Sellen 2016).…”

Section: Research Topics Concerning Anthropomorphism In Information Smentioning

confidence: 99%