“Help! I Have a Problem” – Differences between a Humanlike and Robot-like Chatbot Avatar in Complaint Management
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2022-01-04
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To distinguish from other competitors, companies have to establish good quality and price but also an excellent service policy. Especially the after-sales service should guarantee that customers having problems are supported and satisfied. Following, good complaint management is important. With the increase of economically profitable chatbots, there is a possibility to provide a 24/7 online service to the customers. To investigate what kind of chatbot avatar, which compensation, and what kind of reaction lead to a higher behavioral intention, a 2x2x2 between-subject design was conducted (N=389). The results show that the choice of the avatar, the reaction, as well as the compensation, play a decisive role in influencing user behavior and, thus, increase the probability that the customer, despite a complaint, returns and buys again from the retailer. Further, the behavioral intention can be explained by the mediating influences of anthropomorphism and the evaluation of redress.
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Actors, Agents, and Avatars: Visualizing Digital Humans in E-Commerce and Social Media, artificial intelligence, avatar, chatbot, e-commerce, human-computer-interaction, usage behavior
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10 pages
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Proceedings of the 55th Hawaii International Conference on System Sciences
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Attribution-NonCommercial-NoDerivatives 4.0 International
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