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Is Making Mistakes Human? On the Perception of Typing Errors in Chatbot Communication

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Item Summary Bührke, Johannes Brendel, Alfred Benedikt Lichtenberg, Sascha Greve, Maike Mirbabaie, Milad 2020-12-24T19:55:41Z 2020-12-24T19:55:41Z 2021-01-05
dc.identifier.isbn 978-0-9981331-4-0
dc.description.abstract The increasing application of Conversational Agents (CAs) changes the way customers and businesses interact during a service encounter. Research has shown that CA equipped with social cues (e.g., having a name, greeting users) stimulates the user to perceive the interaction as human-like, which can positively influence the overall experience. Specifically, social cues have shown to lead to increased customer satisfaction, perceived service quality, and trustworthiness in service encounters. However, many CAs are discontinued because of their limited conversational ability, which can lead to customer dissatisfaction. Nevertheless, making errors and mistakes can also be seen as a human characteristic (e.g., typing errors). Existing research on human-computer interfaces lacks in the area of CAs producing human-like errors and their perception in a service encounter situation. Therefore, we conducted a 2x2 online experiment with 228 participants on how CAs typing errors and CAs human-like behavior treatments influence user’s perception, including perceived service quality.
dc.format.extent 10 pages
dc.language.iso English
dc.relation.ispartof Proceedings of the 54th Hawaii International Conference on System Sciences
dc.rights Attribution-NonCommercial-NoDerivatives 4.0 International
dc.subject Human-Computer Interaction in the Digital Economy
dc.subject anthropomorphic design
dc.subject conversational agent
dc.subject social response theory
dc.subject typing error
dc.title Is Making Mistakes Human? On the Perception of Typing Errors in Chatbot Communication
dc.identifier.doi 10.24251/HICSS.2021.541
prism.startingpage 4456
Appears in Collections: Human-Computer Interaction in the Digital Economy

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