Understanding the joint effects of internal and external anthropomorphic cues of intelligent customer service bot on user satisfaction
Year: 2023
Type: article
Study design: Observational Study
Abstract: As one specific type of chatbot, Intelligent Customer Service Bot (ICSB) satisfies users by providing uninterrupted customer service and reducing response time. However, users still prefer to interact with humans rather than robots. In previous studies, scholars have focused more on enhancing the anthropomorphic characteristics of chatbot by treating anthropomorphic characteristics as a general concept. Few literatures have studied the influence of both external and internal features on user satisfaction and the possible interactive effects between the two dimensions of chatbot anthropomorphic cues. Therefore, this paper studies the main effects of internal anthropomorphic constructs (cognitive empathy and emotional empathy) and external anthropomorphic constructs (virtual appearance) of ICSB on user satisfaction, as well as the two-way and three-way interaction effects among them. With a scenario-based survey of 331 respondents, the results confirm the hypotheses about the main effects, the two-way and three-way interaction effects in the model.
Source: Data and Information Management
Authors: Yuxin Hu, Yongqiang Sun
Institutions: Shanghai Jiao Tong University, Wuhan University
Language: English
Topic: AI in Service Interactions
Subfield: Artificial Intelligence
Field: Computer Science
Domain: Physical Sciences
Open Access status: gold
Estimated APC paid: $1,350
OpenAlex ID: W4385638800