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The Power of Computer-Mediated Communication Theories in Explaining the Effect of Chatbot Introduction on User Experience
|Title:||The Power of Computer-Mediated Communication Theories in Explaining the Effect of Chatbot Introduction on User Experience|
Ou, Carol X.J.
Khodabandeh Amiri, Amin
|Keywords:||Collaboration with Automation: Machines as Teammates|
|Date Issued:||07 Jan 2020|
|Abstract:||Chatbots have increasingly penetrated our lives as their behavior growingly imitates a human interlocutor. This paper examines the effect of different methods of self-presentation of a chatbot on the end-user experience. An interlocutor in a computer-mediated communication (CMC) environment can either introduce itself as a chatbot, a human being, or choose not to identify itself. We conducted an experiment to compare these three methods in terms of end-user experience that comprises of social presence, perceived humanness, and service encounter satisfaction. Our data demonstrate that a chatbot that discloses its virtual identity is scored significantly lower for social presence and perceived humanness than other two choices of self-presentation. Key findings and the associated implications are discussed.|
|Rights:||Attribution-NonCommercial-NoDerivatives 4.0 International|
|Appears in Collections:||
Collaboration with Automation: Machines as Teammates|
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