What makes an AI device human-like? The role of interaction quality, empathy and perceived psychological anthropomorphic characteristics in the acceptance of artificial intelligence in the service industry
What makes an AI device human-like? The role of interaction quality, empathy and perceived psychological anthropomorphic characteristics in the acceptance of artificial intelligence in the service industry
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DOI：
10.1016/j.chb.2021.106855
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发表时间：
2021-05-25
影响因子：
9.9
通讯作者：
Ene, Irina
中科院分区：
文献类型：
--
作者：
Pelau, Corina;Dabija, Dan-Cristian;Ene, Irina
智能人工智能设备已成为商业领域的常见存在，提供从医疗行业到酒店业的广泛服务。从组织的角度来看，人工智能设备具有多种优势，与人类相比，可以更快、更准确地执行某些任务，同时更具成本效益。然而，为了保持品牌的高标准，它们必须被消费者接受并提供足够的社会表现。因此，确定人工智能设备的特性使其被消费者接受和信任非常重要。基于计算机作为社会行动者（CASA）理论，我们研究了心理拟人特征、感知同理心和交互质量在服务行业人工智能设备接受度中的作用。结果表明，拟人化特征本身并不会影响对人工智能设备的接受和信任。然而，感知的同理心和互动质量都调节拟人化特征和接受度之间的关系。当类人人工智能设备能够表现出与人类消费者的同理心和互动时，它就会获得更高的接受度。这一结果揭示了在服务机器人和人工智能设备中开发强智能和同理心行为的重要性。
Intelligent AI devices have become a common presence in the business landscape, offering a wide range of services, from the medical sector to the hospitality industry. From an organizational perspective, AI devices have several advantages, by performing certain tasks quicker and more accurately in comparison to humans while at the same time being more cost-efficient. However, in order to maintain the high standards of a brand, they have to be accepted by consumers and deliver socially adequate performance. Therefore, it is important to determine the characteristics of AI devices which make them accepted and trusted by consumers. Based on the Computers as Social Actors (CASA) Theory, we have researched on the role of psychological anthropomorphic characteristics, perceived empathy, and interaction quality in the acceptance of AI devices in the service industry. The results show that anthropomorphic characteristics alone do not influence acceptance and trust towards AI devices. However, both perceived empathy and interaction quality mediate the relation between anthropomorphic characteristics and acceptance. A human-like AI device has higher acceptance when it has the ability to show empathy and interaction in relation to the human consumer. This result reveals the importance of developing forms of strong intelligence and empathetic behaviour in service robots and AI devices.