Electronic Resource

Article - The impact of chatbot conversational skill on engagement and perceived humanness Volume: 37 Halaman: 875–900

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Conversational agents (CAs)—frequently operationalized as chatbots—
are computer systems that leverage natural language processing to
engage in conversations with human users. CAs are often operationalized
as chatbots which are used for many applications including technical
support, customer service, and digital personal assistants. Despite their
widespread use, little research to date has investigated how improving
the conversational skill of a CA impacts user perceptions of the agent. To
elucidate this relationship, this research uses Social Presence Theory to
describe how conversational skill influences perceived social presence
and ultimately anthropomorphism of a chatbot. We conducted a series of
studies in which 450 participants interacted with CAs exhibiting varying
levels of conversational skill. We show that people perceive a more skilled
CA to be more socially present and anthropomorphic than a less skilled
CA. This research advances the knowledge of computer-human interface
in information systems, as CA research to date has largely focused on the
technical challenges rather than the behavioral questions of how users
interact with CAs.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

658.4038 SCH i

Penerbit

: Taylor & Francis (Routledge)., 2020

Deskripsi Fisik

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Bahasa

English

ISBN/ISSN

1557-928X

Klasifikasi

658.4038 SCH i

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

Volume: 37 Halaman: 875–900

Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

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Versi lain/terkait

Lampiran Berkas

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