The power of computer-mediated communication theories in explaining the effect of chatbot introduction on user experience

Frank Hendriks, Carol Ou, Amin K Amiri, Sander Bockting

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

916 Downloads (Pure)

Abstract

Chatbots have increasingly penetrated our lives as their behavior growingly imitates a human interlocutor. This paper examines the effect of different methods of selfpresentation of a chatbot on the end-user experience. An
interlocutor in a computer-mediated communication (CMC) environment can either introduce itself as a chatbot, a human being, or choose not to identify itself. We conducted an experiment to compare these three methods in terms of end-user experience that comprises of social presence, perceived humanness, and service encounter satisfaction. Our data demonstrate that a chatbot that discloses its virtual identity is scored significantly lower for social presence and perceived humanness than other two choices of self-presentation. Key findings and the associated implications are discussed.
Original languageEnglish
Title of host publicationProceedings of the 53 Hawaii International Conference on System Sciences (HICSS 2020)
Subtitle of host publicationThe Power of Computer-Mediated Communication Theories in Explaining the Effect of Chatbot Introduction on User Experience
Place of PublicationHonolulu
PublisherThe Hawaii International Conference on System Sciences 2020
DOIs
Publication statusPublished - Jan 2020
Event53rd Hawaii International Conference on System Sciences - Grand Wailea, Maui, United States
Duration: 7 Jan 202010 Jan 2020

Conference

Conference53rd Hawaii International Conference on System Sciences
Abbreviated titleHICSS 2020
Country/TerritoryUnited States
CityMaui
Period7/01/2010/01/20

Fingerprint

Dive into the research topics of 'The power of computer-mediated communication theories in explaining the effect of chatbot introduction on user experience'. Together they form a unique fingerprint.

Cite this