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The Power of Computer-Mediated Communication Theories in Explaining the Effect of Chatbot Introduction on User Experience

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Title:The Power of Computer-Mediated Communication Theories in Explaining the Effect of Chatbot Introduction on User Experience
Authors:Hendriks, Frank
Ou, Carol X.J.
Khodabandeh Amiri, Amin
Bockting, Sander
Keywords:Collaboration with Automation: Machines as Teammates
chatbot
chatbot introduction
computer-mediated-communication
human-computer interaction
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.
Pages/Duration:8 pages
URI:http://hdl.handle.net/10125/63773
ISBN:978-0-9981331-3-3
DOI:10.24251/HICSS.2020.034
Rights:Attribution-NonCommercial-NoDerivatives 4.0 International
https://creativecommons.org/licenses/by-nc-nd/4.0/
Appears in Collections: Collaboration with Automation: Machines as Teammates


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