Trusting automation: Designing for responsivity and resilience
Objective This paper reviews recent articles related to human trust in automation to guide
research and design for increasingly capable automation in complex work environments …
research and design for increasingly capable automation in complex work environments …
A taxonomy of social cues for conversational agents
Conversational agents (CAs) are software-based systems designed to interact with humans
using natural language and have attracted considerable research interest in recent years …
using natural language and have attracted considerable research interest in recent years …
The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country
The rapid growth of online purchasing in recent years has emphasized the accompanying
role of home delivery service provided by delivery personnel in ensuring customer …
role of home delivery service provided by delivery personnel in ensuring customer …
In bot we trust: A new methodology of chatbot performance measures
Chatbots are used frequently in business to facilitate various processes, particularly those
related to customer service and personalization. In this article, we propose novel methods of …
related to customer service and personalization. In this article, we propose novel methods of …
The impact of chatbot conversational skill on engagement and perceived humanness
RM Schuetzler, GM Grimes… - Journal of Management …, 2020 - Taylor & Francis
Conversational agents (CAs)—frequently operationalized as chatbots—are computer
systems that leverage natural language processing to engage in conversations with human …
systems that leverage natural language processing to engage in conversations with human …
[HTML][HTML] Human or virtual: How influencer type shapes brand attitudes
As social media has grown, firms have increasingly sought endorsements from social media
influencers rather than traditional celebrity endorsements. Technological advancements in …
influencers rather than traditional celebrity endorsements. Technological advancements in …
Should AI-Based, conversational digital assistants employ social-or task-oriented interaction style? A task-competency and reciprocity perspective for older adults
This study investigates whether social-versus task-oriented interaction of virtual shopping
assistants differentially benefits low versus high Internet competency older consumers with …
assistants differentially benefits low versus high Internet competency older consumers with …
Estimating the impact of “humanizing” customer service chatbots
We study the impacts of “humanizing” artificial intelligence (AI)-enabled autonomous
customer service agents (chatbots). Implementing a field experiment in collaboration with a …
customer service agents (chatbots). Implementing a field experiment in collaboration with a …
[HTML][HTML] Human-like communication in conversational agents: a literature review and research agenda
MME Van Pinxteren, M Pluymaekers… - Journal of Service …, 2020 - emerald.com
Purpose Conversational agents (chatbots, avatars and robots) are increasingly substituting
human employees in service encounters. Their presence offers many potential benefits, but …
human employees in service encounters. Their presence offers many potential benefits, but …
Technology, humanness, and trust: Rethinking trust in technology
Abstract Information systems (IS) research has demonstrated that humans can and do trust
technology. The current trust in technology literature employs two different types of trust in …
technology. The current trust in technology literature employs two different types of trust in …