AI-based chatbots in customer service and their effects on user compliance
TL;DR: It is demonstrated 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, and social presence mediates the effect of anthropomorphic design cues on user compliance.
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Abstract: 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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Citations
The Effect of AI Agent Gender on Trust and Grounding
Joo-Eon Jeon
TL;DR: The gender of AI agents influences trust and grounding in virtual brand spaces. Male AI agents generate higher trust in functional brand spaces, while female AI agents induce higher grounding in experiential brand spaces.
Incorporating Financial Knowledge with ChatGPT to Make Informed Investment Decisions
Ali Hameed Hameed,Sarah S. Sarhan Al-Ruaziq,Ghassan Rashad Abdulhameed +2 more
TL;DR: The study's most significant findings highlight ChatGPT's inability to provide equal opportunities for users, particularly for those requiring financial literacy, and suggests the necessity of enhancing certain aspects of ChatGPT.
Impact of Knowledge and Electronic Word of Mouth About AI-Based Chatbots on Customers' Intention to Continue Using Chatbots in E-Commerce
Reefat Arefin Khan,Gengzhong Feng,Jiawen Zhu,Reefat Arefin Khan,Gengzhong Feng,Jiawen Zhu +5 more
Abstract: ABSTRACT The admiration of e-commerce businesses has been climbing fast, and e-commerce businesses are competing with each other to increase their market share. Here, the chatbot is playing an important role for e-commerce to communicate with customers. The purpose of this paper is to examine the theory of planned behavior (TPB) to explain the way the constructs of TPB impact customers’ intentions to continue using chatbots (ICUC), which also impacts the number of loyal customers in e-commerce. This study used primary data from 510 participants residing in the USA who have prior experience interacting with chatbots. The data were analyzed using partial least squares structural equation modeling (PLS-SEM) to examine the relationship between TPB contracts and behavioral intention. The findings indicated that all three TPB constructs had a significant impact on the customer’s ICUC (p < .01), with the model explaining 48.3% of the variance in ICUC (R2 = 0.483). ICUC also impacts loyal customers in e-commerce. Moreover, knowledge about AI-based chatbots and electronic word of mouth (e-WOM) have significant impacts on TPB constructs and ICUC. The theoretical contribution of this study has shown the use of the TPB model in AI-based chatbots and the way it is linked to customer loyalty in e-commerce. In addition, this study suggested to the e-commerce managers that they can use AI-based chatbots to communicate with customers in order to gain a large number of loyal customers.
The Contribution of Chatbot to Enhanced Customer Satisfaction: A Systematic Review
Sara Abdullah Al-Barrak,Adel Ismail Al-Alawi +1 more
- 28 Jan 2024
TL;DR: The use of chatbots has increased due to the need for social media, positively impacting customer satisfaction by offering improved high-quality services.
An E-Commerce Conversational Virtual Assistant in Service of Mild Cognitive Impairment Patients
Ioannis Kostis,Dimitris Sarafis,Konstantinos Karamitsios,Magda Tsolaki,Anthoula Tsolaki +4 more
- 09 Jul 2023
TL;DR: This work proposes and implements a Conversational Virtual Assistant addressing consumers diagnosed with Mild Cognitive Impairment, and designs its features through the prism of their specific needs while navigating e-shop websites, in order to ameliorate their commercial transactions.
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