Electronic Resource

Article - AI-based chatbots in customer service and their effects on user compliance Vol: 31 (Issue): 2 Hal: 427–445

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Communicating with customers through live chat interfaces has become an increasingly popular means to provide real-time
customer service in many e-commerce settings. Today, human chat service agents are frequently replaced by conversational
software agents or chatbots, which are systems designed to communicate with human users by means of natural language
often based on artificial intelligence (AI). Though cost- and time-saving opportunities triggered a widespread implementation
of AI-based chatbots, they still frequently fail to meet customer expectations, potentially resulting in users being less inclined to
comply with requests made by the chatbot. Drawing on social response and commitment-consistency theory, we empirically
examine through a randomized online experiment how verbal anthropomorphic design cues and the foot-in-the-door technique
affect user request compliance. Our results demonstrate that both anthropomorphism as well as the need to stay consistent
significantly increase the likelihood that users comply with a chatbot’s request for service feedback. Moreover, the results show
that social presence mediates the effect of anthropomorphic design cues on user compliance.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

658.812 0285 ADA a

Penerbit

: Springer Science & Business Media., 2021

Deskripsi Fisik

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Bahasa

English

ISBN/ISSN

1422-8890

Klasifikasi

658.812 0285 ADA a

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

Vol: 31 (Issue): 2 Hal: 427–445

Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

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