A Framework and Content Analysis of Social Cues in the Introductions of Customer Service Chatbots

Charlotte van Hooijdonk*, Gabriella Martijn, C. Liebrecht

*Corresponding author for this work

    Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

    Abstract

    Organizations are increasingly implementing chatbots to address customers’ inquiries, but customers still have unsatisfactory encounters with them. In order to successfully deploy customer service chatbots, it is important for organizations and designers to understand how to introduce them to customers. Arguably, how a chatbot introduces itself as well as its services might influence customers’ perceptions about the chatbot. Therefore, a framework was developed to annotate the social cues in chatbot introductions. In order to validate our framework, we conducted a content analysis of introductions of customer service chatbots (n = 88). The results showed that the framework turned out to be a reliable identification instrument. Moreover, the most prevalent social cue in chatbot introductions
    was a humanlike avatar, whereas communication cues, indicating the chatbot’s
    functionalities, hardly occurred. The paper ends with implications for the design
    of chatbot introductions and possibilities for future research.
    Original languageEnglish
    Title of host publicationChatbot Research and Design
    PublisherSpringer
    Pages118-133
    Number of pages16
    ISBN (Electronic)978-3-031-25581-6
    ISBN (Print)978-3-031-25580-9
    DOIs
    Publication statusPublished - 2023
    EventConversations - University of Amsterdam, Amsterdam, Netherlands
    Duration: 22 Nov 202223 Nov 2022
    https://2022.conversations.ws

    Conference

    ConferenceConversations
    Country/TerritoryNetherlands
    CityAmsterdam
    Period22/11/2223/11/22
    Internet address

    Keywords

    • chatbot
    • chatbot design
    • chatbot introductions
    • expectations
    • customer service

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    • Best Paper Award

      van Hooijdonk, C. (Recipient), Martijn, G. (Recipient) & Liebrecht, C. (Recipient), 23 Nov 2022

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