Related Papers
Journal of Business Research
Artificial Intelligence-Empowered Conversational Agents: A Systematic Literature Review and Research Agenda
2023 •
Professor Jochen Wirtz
Consumer research on conversational agents (CAs) has been growing. To illustrate and map out research in this field, we conducted a systematic literature review (SLR) of published work indexed in the Clarivate Web of Science and Elsevier Scopus databases. Four dominant topical areas were identified through bibliographic coupling. They are 1) consumers’ trust in CAs; 2) Natural Language Processing (NLP) in developing and designing CAs; 3) communication with CAs; 4) impact of CAs on value creation and the value of CAs for business. We leverage these findings to provide an updated synopsis of extant scientific work. Moreover, we draw a framework whereby we identify the: 1) drivers of and motivators for adoption and engagement with CAs; and 2) the outcomes of CA adoption for both users and organizations. Finally, we leverage the framework to develop an agenda for future research.
Customers and smart objects: partnership in comparison with user service provider and master servant relationships
2019 •
Maria Azzarello
Smart objects: definitions and relevance of the analysis. Smart objects: technical and extensive definitions. Consumers and smart objects: partnership relationship. Partnership relationship. Research. Analysis of data.
The Effects of Anthropomorphised Virtual Conversational Assistants on Consumer Engagement and Trust During Service Encounters
The Effects of Anthropomorphised Virtual Conversational Assistants on Consumer Engagement and Trust During Service Encounters
2023 •
Arezoo Fakhimi
Drawing on social exchange and anthropomorphism theory, this research examines the role of virtual conversational assistants (VCA) as frontline employees. Specifically, we investigate the effects of AI-derived features, such as anthropomorphism, in building Human-Machine relationships. Drawing on a qualitative interpretivist approach, 31 semi-structured interviews were conducted with global users of Siri, Alexa and Google Assistant. Our findings suggest anthropomorphism is an important factor in understanding the development of trust within Human-Machine interactions. More specifically, the effects of a humanised voice, interactive communication capability and cognitive features evoke a sense of social presence that may positively or negatively impact user trust. We propose that the interplay between a user's perceptions of the bright and dark sides of interacting with an AI-empowered anthropomorphised machine determines categories of trust and subsequent customer engagement behaviours with this embedded form of organisational frontline.
Customer service experience of AI-based organisational frontlines
2021 •
Arezoo Fakhimi
Technological change, particularly the introduction of artificial intelligence (AI), is challenging traditional structures of organisational frontlines, especially in the service sector. Customers are increasingly interacting with machines that, although not human, display intelligence and other human-like behaviours. Hence, understanding how customers experience the service when interacting with these intuitive AI-based organisational frontlines is important for organisations. Drawing on social exchange, use and gratification, and anthropomorphism theories, this research adopted a qualitative interpretivist approach to examine the role of intelligent virtual assistants as frontline employees. More specifically, the research examined their potential contribution to enhancing service encounters, while preserving the social and emotional aspects of interacting with human employees. To this end, 31 semi-structured interviews were conducted with users of Siri, Alexa, and Google Assistan...
arXiv (Cornell University)
Alexa doesn't have that many feelings": Children's understanding of AI through interactions with smart speakers in their homes
Behaviour and Information Technology
‘How should my family assistant be?’: initial perceptions about prospective and anticipated use of in-home virtual assistants in an emerging context
2022 •
Gülşen Töre Yargın, Aslı Günay
Virtual Assistants (VAs) are at the forefront of state-of-the-art interactions for smart technologies at home. The prospective users’ prior to use perception of such assistants is crucial to discover new possibilities for design and to be able to elicit positive user experiences. However, this has not been investigated in detail within family life in emerging contexts though demand for their ownership increases. This study scrutinises potential users’ initial perceptions about the prospective and anticipated uses of VAs within family life in Turkey, as an emerging context, through in-depth interviews with 15 families. During the interviews, the participant families watched publicly available videos of four different VAs to elicit their perceptions. Results reveal that prospective users’ perceptions and expectations focus heavily on VAs’ possible effects on the family well-being, besides the concerns about usability and issues related to privacy, safety, and security. While proposing VAs for home use in such an emerging market, their potential positive effects on the family well-being should be promoted whereas perceived negative effects should be resolved by considering smartness, personality and trust dimensions. The study reveals relationships between these dimensions and perceptions of and expectations about VA use in home context in an emerging market.
AIRSI2020 Proceedings book
AIRSI2020 Proceedings book
2020 •
Carlos Flavián
AIRSI2020 is an international conference focused on the application and effects of artificial intelligence and other new technologies that are part of the so called Industry 4.0. Specifically, the aim of this conference is to deepen and broaden the current understanding of the use of all these new technologies to offer all kind of products and a wide variety of services (e.g., tourism, hospitality, health, education, banking, etc.) by focusing on their effects on value creation, relationship outcomes (e.g., satisfaction, loyalty, engagement, profitability), customer perceptions (e.g. trust) and concerns (e.g. privacy, security, etc.), ethical issues and other related aspects.
Journal of Strategic Innovation and Sustainability
Developing a Measure of Social, Ethical, and Legal Content for Intelligent Cognitive Assistants
2021 •
Clovia Hamilton, Gerald Stokes
We address the issue of consumer privacy against the backdrop of the national priority of maintaining global leadership in artificial intelligence, the ongoing research in Artificial Cognitive Assistants, and the explosive growth in the development and application of Voice Activated Personal Assistants (VAPAs) such as Alexa and Siri, spurred on by the needs and opportunities arising out of the COVID-19 global pandemic. We first review the growth and associated legal issues of the of VAPAs in private homes, banks, healthcare, and education. We then summarize the policy guidelines for the development of VAPAs. Then, we classify these into five major categories with associated traits. We follow by developing a relative importance weight for each of the traits and categories; and suggest the establishment of a rating system related to the legal, ethical, functional, and social content policy guidelines established by these organizations. We suggest the establishment of an agency that will use the proposed rating system to inform customers of the implications of adopting a particular VAPA in their sphere.
Electronic Markets
AI-based chatbots in conversational commerce and their effects on product and price perceptions
Viltė Auruskeviciene
Digital Society
Debiasing Strategies for Conversational AI: Improving Privacy and Security Decision-Making
Nils Peters
With numerous conversational AI (CAI) systems being deployed in homes, cars, and public spaces, people are faced with an increasing number of privacy and security decisions. They need to decide which personal information to disclose and how their data can be processed by providers and developers. On the other hand, designers, developers, and integrators of conversational AI systems must consider users’ privacy and security during development and make appropriate choices. However, users as well as other actors in the CAI ecosystem can suffer from cognitive biases and other mental flaws in their decision-making resulting in adverse privacy and security choices. Debiasing strategies can help to mitigate these biases and improve decision-making. In this position paper, we establish a novel framework for categorizing debiasing strategies, show how existing privacy debiasing strategies can be adapted to the context of CAI, and assign them to relevant stakeholders of the CAI ecosystem. We ...
