Living up to the chatbot hype: The influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions
Living up to the chatbot hype: The influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions
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DOI：
10.1016/j.chb.2018.03.051
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发表时间：
2018-08-01
影响因子：
9.9
通讯作者：
Araujo, Theo
中科院分区：
文献类型：
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作者：
Araujo, Theo
聊天机器人形式的无形对话代理在社交媒体和消息应用程序中日益成为现实，并且是与公司进行服务接触时特别紧迫的话题。这项研究采用了基于当前技术的实际聊天机器人的实验设计，探讨了类人线索（例如语言风格和名称）以及用于向消费者介绍聊天机器人的框架可以在多大程度上影响对社会存在以及有意识和无意识拟人化的看法。此外，这项研究还调查了拟人化和社会存在与重要的公司相关结果的相关性，例如消费者在与聊天机器人互动后感受到的态度、满意度和情感联系。 (C) 2018 Elsevier Ltd. 保留所有权利。
Disembodied conversational agents in the form of chatbots are increasingly becoming a reality on social media and messaging applications, and are a particularly pressing topic for service encounters with companies. Adopting an experimental design with actual chatbots powered with current technology, this study explores the extent to which human-like cues such as language style and name, and the framing used to introduce the chatbot to the consumer can influence perceptions about social presence as well as mindful and mindless anthropomorphism. Moreover, this study investigates the relevance of anthropomorphism and social presence to important company-related outcomes, such as attitudes, satisfaction and the emotional connection that consumers feel with the company after interacting with the chatbot. (C) 2018 Elsevier Ltd. All rights reserved.