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When a computer speaks institutional talk: Exploring challenges and potentials of virtual assistants in face-to-face advisory services

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Title:When a computer speaks institutional talk: Exploring challenges and potentials of virtual assistants in face-to-face advisory services
Authors:Dolata, Mateusz
Kilic, Mehmet
Schwabe, Gerhard
Keywords:AI and Cognitive Assistants in Collaboration
Collaboration Systems and Technologies
advisory services, conversational agents, face-to-face collaboration, impression management, virtual assistants
Date Issued:08 Jan 2019
Abstract:Advisory services are a highly sensitive form of collaboration: they rely on a clear distribution of roles between human participants who act according to an implicit set of practices and scripts. As such, they do not offer a specific role to a virtual assistant. At the same time, the technological improvements make the promise that institutional settings may be soon complemented with technology that allows for asking questions using natural speech, understands the context, and provides answers based on online processing of data. This article explores challenges and potentials of virtual assistants in advisory services while analyzing data from interviews and a workshop with clients and advisors from financial advisory services. It links the insights from the field with the institutional talk perspective. The findings unveil, that the concerns and hopes of potential users relate to their position and an implicit understanding of what an advisory service is about. This calls for careful and attentive design approach towards virtual assistants in advisory services.
Pages/Duration:10 pages
URI:http://hdl.handle.net/10125/59451
ISBN:978-0-9981331-2-6
DOI:10.24251/HICSS.2019.014
Rights:Attribution-NonCommercial-NoDerivatives 4.0 International
https://creativecommons.org/licenses/by-nc-nd/4.0/
Appears in Collections: AI and Cognitive Assistants in Collaboration


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