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.
read more
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.
read more
Chat with Paper
AI Agents for this Paper
Find similar papers on Google Scholar, PubMed and Arxiv
Write a critical review of this paper
Analyze citations of this paper to find unaddressed research gaps
Citations
Avatar–Human Interaction: Bibliometric Review and Future Research Avenues Through the Theory–Context–Methods Lens
Prashant Kumar,Anand Jhawar +1 more
TL;DR: This bibliometric review of 213 articles (2002-2023) on avatar-human interaction identifies key concepts, sub-themes, and future research avenues, emphasizing the need for continued exploration of avatars' roles in digital communication and consumer engagement.
Social norm learning from non-human agents can induce a persistent perceptual bias: A diffusion model approach.
TL;DR: In this paper , the authors used a diffusion model approach to examine the cognitive underpinnings of social influence and found strong evidence for the notion that non-human agents can induce persistent social influence outside an immediate group context and, hence, can contribute to the emergence of social norms.
Navigating the tech-savvy generation; key considerations in developing of an artificial intelligence curriculum
Munasprianto Ramli,Maifalinda Fatra,Muhamad Murtadlo,Hasan Albana,Baiq Hana Susanti,Saifullah Aldeia +5 more
TL;DR: This study explores key considerations in developing an AI curriculum for Indonesian senior high schools, highlighting the need for competent instructors, AI applications, and ethics discussions, with varying school preferences for AI as extracurricular or mandatory subjects.
"It's a conversation, not a quiz": A Risk Taxonomy and Reflection Tool for LLM Adoption in Public Health
Jiawei Zhou,Amy Z. Chen,Daksha Shah,Laura M. Schwab‐Reese,Munmun De Choudhury +4 more
- 04 Nov 2024
TL;DR: This study develops a risk taxonomy and reflection tool for large language model adoption in public health, identifying four dimensions of risk: individual behaviors, human-centered care, information ecosystem, and technology accountability, to inform risk-reflexive decision-making.
References
Common method biases in behavioral research: a critical review of the literature and recommended remedies.
TL;DR: The extent to which method biases influence behavioral research results is examined, potential sources of method biases are identified, the cognitive processes through which method bias influence responses to measures are discussed, the many different procedural and statistical techniques that can be used to control method biases is evaluated, and recommendations for how to select appropriate procedural and Statistical remedies are provided.
•Book
Introduction to Mediation, Moderation, and Conditional Process Analysis: A Regression-Based Approach
Andrew F. Hayes
- 06 May 2013
TL;DR: In this paper, the authors present a discussion of whether, if, how, and when a moderate mediator can be used to moderate another variable's effect in a conditional process analysis.
44.1K
Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics:
Claes Fornell,David F. Larcker +1 more
TL;DR: The convergence and differentiation criteria, as applied by Bagozzi, are shown not to stand up under mathematical or differentiation criteria.
Measuring the Involvement Construct
TL;DR: The Personal In-volvement Inventory was developed over four data sets of 268 undergraduate psychology students, two data set of 49 MBA students, and two data sets with 57 clerical and administrative staff members as mentioned in this paper.
6.1K
Social Influence: Compliance and Conformity
TL;DR: This review covers recent developments in the social influence literature, focusing primarily on compliance and conformity research published between 1997 and 2002, and emphasizes the ways in which these goals interact with external forces to engender social influence processes that are subtle, indirect, and outside of awareness.