Anthropomorphism of AI-based Intelligent Customer Service, and Its Affective and Behavioral Consequences
Files
Date
2022-01-04
Contributor
Advisor
Department
Instructor
Depositor
Speaker
Researcher
Consultant
Interviewer
Narrator
Transcriber
Annotator
Journal Title
Journal ISSN
Volume Title
Publisher
Volume
Number/Issue
Starting Page
Ending Page
Alternative Title
Abstract
Recently, as many users turn to social media to interact with service providers, organizations apply Artificial intelligence (AI) to improve the efficiency and effectiveness of the operation. This type of customer service system is called intelligent customer service (ICS) which one of the most commonly adopted tools is chatbot. Since chatbot is AI-empowered, whether this system can effectively interact with customers and solve their problems is critical. However, the quality of ICS has received significant attention recently, and a lack of systematic study on the outcomes of anthropomorphism leaves this question unanswered in an ICS context. Based on a cognitive-affective-behavioral framework, this study attempts to understand whether anthropomorphism can promote desired behaviors (including usage and citizen-ship behaviors) through enhancing affective out-comes, such as satisfaction and identity. Data collected from 183 chatbot-ICS users, this study illustrates how anthropomorphism can increase quality, enhance satisfaction and identity. Furthermore, we also show that satisfaction and identity lead to further usage and citizenship behaviors. This highlights the importance of increasing anthropomorphism for the chatbot-ICS.
Description
Keywords
Service Science, chatbot, cognitive-affective-behavioral framework, intelligent customer service quality (icsq), perceived anthropomorphism
Citation
Extent
10 pages
Format
Geographic Location
Time Period
Related To
Proceedings of the 55th Hawaii International Conference on System Sciences
Related To (URI)
Table of Contents
Rights
Attribution-NonCommercial-NoDerivatives 4.0 International
Rights Holder
Local Contexts
Collections
Email libraryada-l@lists.hawaii.edu if you need this content in ADA-compliant format.