Towards Developing Trust-Supporting Design Features for AI-Based Chatbots in Customer Service
Towards Developing Trust-Supporting Design Features for AI-Based Chatbots in Customer Service
复制标题
为客户服务中基于人工智能的聊天机器人开发支持信任的设计功能
DOI：
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发表时间：
2020
期刊：
影响因子：
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通讯作者：
Matthias Söllner
中科院分区：
文献类型：
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作者：
Naim Zierau;Michael Hausch;Olivia Bruhin;Matthias Söllner
根据人工智能 (AI) 领域的最新进展，预计聊天机器人将在客户服务中发挥关键作用。然而，缺乏用户信任阻碍了基于人工智能的聊天机器人的广泛应用。尽管如此，仍然缺乏关于用户对这些代理的信任的系统导出的设计知识。在这篇简短的论文中，我们报告了我们设计科学研究项目的第一步，其中设计原则与建立聊天机器人的信任相关。基于信任文献和用户访谈，我们提出了客户服务中聊天机器人的信任增强设计功能的初步要求和设计原则。此外，我们提出了这些原则的第一个实例。这些见解将支持研究人员和从业者更好地了解如何系统地建立用户对聊天机器人的信任，以提高采用率和使用率。
Chatbots are predicted to play a key role in customer service based on recent advances in the area of Artificial Intelligence (AI). However, a lack of user trust impedes the wide-spread adaption of AI-based chatbots. Still, there is a lack of systematically derived design knowledge concerning user trust in those agents. In this short paper, we report on the first steps of our design science research project on which design principles are relevant for building trust in chatbots. Based on trust literature and user interviews, we propose preliminary requirements and design principles for trust-enhancing design features for chatbots in customer service. Furthermore, we present a first instantiation of those principles. These insights will support researchers and practitioners to better understand how user trust in chatbots can be systematically built to increase adoption and usage.