Does Workforce’s Reliance on Conversational AI Depend on Their Cultural Background?

Abstract

Conversational Artificial Intelligence (CAI) is revolutionizing various aspects of business and can have a direct impact on individual’s lives and on social discourse in the workplace. This has raised concerns about the level of reliance on CAI among the workforce. This study examines the impact of workforce’s country of origin and age on their reliance on CAI. Informed by the Social Impact theory, and the Computers as Social Actors (CASA) theory, this research seeks to understand whether individuals who come from countries with distinctively different cultural characteristics (Australia vs India) and in different ages vary in their reliance on CAI. The study was motivated by the substantial influx of highly educated young Indian professionals into Australia, particularly in technology-intensive sectors, and the possibility of the impact of such a demographic shift on Australia’s overall CAI-reliance profile. We conducted an experimental study using ChatGPT-generated vignettes to compare the two workforce groups. Our findings reveal that Indians tend to rely less on CAI and more on human judgment compared to Australians, suggesting the need for greater cultural awareness and diversity in the design and use of CAI. We did not find a significant relationship between age and reliance on AI. Our findings offer theoretical and practical contributions to understanding the dynamics of CAI reliance, with implications for the integration of CAI in diverse work environments. Directions for future studies are offered.