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

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dc.contributor.authorHendriks, Frank
dc.contributor.authorOu, Carol X.J.
dc.contributor.authorKhodabandeh Amiri, Amin
dc.contributor.authorBockting, Sander
dc.date.accessioned2020-01-04T07:11:26Z
dc.date.available2020-01-04T07:11:26Z
dc.date.issued2020-01-07
dc.description.abstractChatbots 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.
dc.format.extent8 pages
dc.identifier.doi10.24251/HICSS.2020.034
dc.identifier.isbn978-0-9981331-3-3
dc.identifier.urihttp://hdl.handle.net/10125/63773
dc.language.isoeng
dc.relation.ispartofProceedings of the 53rd Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectCollaboration with Automation: Machines as Teammates
dc.subjectchatbot
dc.subjectchatbot introduction
dc.subjectcomputer-mediated-communication
dc.subjecthuman-computer interaction
dc.titleThe Power of Computer-Mediated Communication Theories in Explaining the Effect of Chatbot Introduction on User Experience
dc.typeConference Paper
dc.type.dcmiText

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