Abstract Background and Purpose The emergence of new technologies affects different business areas, including HR activities. Employee communication is an HR activity that can be automated with the ...application of chatbots. Besides the numerous advantages these artificial entities offer, the challenges generated by them also need to be considered. One such challenge is user acceptance, which plays a substantial role in the implementation. This study aims to explore employees’ behavioural responses to HR chatbots. Thus, we applied the sensemaking perspective, according to which new, unknown phenomena induce the need for interpretation in individuals that simultaneously shape individuals’ behaviour toward the phenomenon. Methodology For data collection, we conducted semi-structured interviews that were analysed with interpretive phenomenological analysis (IPA). The sample consisted of 6 HR professionals and ten general users. The study took place at the Hungarian organisations of a multinational company. Results The analysis revealed that subjects who attributed positive meanings to the HR chatbot typically engaged in actions that aligned with organisational expectations, i.e., using the digital assistant became part of their routine. Interestingly, the closer HR professionals are to technology in their work activities, the more positively they perceive it. However, having ambivalent feelings towards technology resulted in occasional use or avoidance, while experiencing negative feelings led to the rejection of use. Conclusion We explored the different meanings employees attributed to the HR bot and their actions directed towards it both in the initial and transitional technology adoption phase. The results contribute to understanding how an HR chatbot can be successfully implemented in an organisation.
An Emerging Theory of Avatar Marketing Miao, Fred; Kozlenkova, Irina V.; Wang, Haizhong ...
Journal of marketing,
01/2022, Letnik:
86, Številka:
1
Journal Article
Recenzirano
Avatars are becoming increasingly popular in contemporary marketing strategies, but their effectiveness for achieving performance outcomes (e.g., purchase likelihood) varies widely in practice. ...Related academic literature is fragmented, lacking both definitional consistency and conceptual clarity. This article makes three main contributions to avatar theory and managerial practice. First, to address ambiguity with respect to its definition, this study identifies and critically evaluates key conceptual elements of the term avatar, offers a definition derived from this analysis, and provides a typology of avatars’ design elements. Second, the proposed 2 × 2 avatar taxonomy suggests that the alignment of an avatar’s form realism and behavioral realism, across different contingencies, provides a parsimonious explanation for avatar effectiveness. Third, the authors develop an emerging theory of avatar marketing by triangulating insights from fundamental elements of avatars, a synthesis of extant research, and business practices. This framework integrates key theoretical insights, research propositions, and important managerial implications for this expanding area of marketing strategy. Lastly, the authors outline a research program to test the propositions and insights as well as advance future research.
This research aims to determine the relevance that the use of chatbots has gained. We conducted a scientific literature review and mapped the research trends that address the paradigms of using ...chatbots, in achieving benefits in education, communication, or economics, as well as the benefit that this technology provides in the field of health. It is required to find the most suggested architecture used for a distributed chatbot system in e-commerce to automate human-machine communication through natural language queries. Personalized conversational agents are promising tools to complement existing online resources for mathematics education. The results revealed that these applications positively affect the current medical sector and we determined that chatbots are designed to interact with people in mostly text-based conversations. In conclusion, chatbots are very useful, easy to adapt, and used more continuously in research and also in health applications that require symptom tracking and treatment. Keywords: chatbot, research, application. Resumen El interés de investigación es determinar de la relevancia que ha ganado el uso de los chatbots. Llevamos a cabo una revisión de la literatura científica y mapeamos las tendencias de investigación que abordan los paradigmas del uso de los chatbots. para conseguir un beneficio ya sea en la educación, comunicación o economía, así como el beneficio que brinda esta tecnología en el ámbito de la salud. Se requiere encontrar el área más sugerida y utilizada de un sistema de chatbot para automatizar la comunicación hombre-máquina mediante consultas en lenguaje natural. Los agentes conversacionales personalizados son herramientas prometedoras para complementar los recursos en línea existentes para la educación matemática. Los resultados dieron a conocer que estas aplicaciones afectan positivamente en el sector de la medicina actual y determinamos que los chatbot son diseñados para interactuar con las personas en conversaciones basadas en su mayoría de manera textual. Concluimos que los chatbots están siendo más requeridos en el área de la medicina debido a que estos llegan a brindar información sobre salud y tratamientos, recordatorios de citas y medicamentos, sin embargo, deben ser supervisados por profesionales de la salud y no reemplazar al médico. Palabras Clave: chatbot, investigación, aplicación, medicina.
PurposeThis study aims to investigates customer satisfaction from the use of bank chatbots and the effect of perceived trust in chatbots and banks' reputation on customer ...satisfaction.Design/methodology/approachA survey is conducted in Turkey involving 240 customers who experienced banking transactions using a chatbot. Partial least squares structural equation modeling (PLS-SEM) is used to investigate the relationships between the variables. The data were analyzed using SPSS 21 and SmartPLS programs.FindingsPerceived performance, perceived trust and corporate reputation significantly affect customer satisfaction with chatbot use. Customer expectations and confirmation of customer expectations have no direct impact on customer satisfaction, but customer expectations positively affect perceived performance. Customer expectations exert an indirect influence on customer satisfaction through perceived performance. Perceived performance has a positive impact on the confirmation of customer expectations, but customer expectations do not significantly impact the confirmation of customer expectations.Research limitations/implicationsThis study relies on a limited number of participants. Moreover, its sample is not representative of the target population due to the convenience sampling technique. Even if the results may not be generalized to the entire population of Turkey, they reflect the reality of emerging markets with relatively high technology sensitivity and a young population.Practical implicationsThe results provide new insights regarding banking service delivery channels, which may be of interest to professionals, academics, banks' top management, product development teams, design teams and customer satisfaction units.Social implicationsThis study is believed to help the community make their lives easier by providing them with knowledge and awareness about chatbots.Originality/valueThis study extends expectations confirmation theory's predictions to chatbot use in banking.
We administer a Turing test to AI chatbots. We examine how chatbots behave in a suite of classic behavioral games that are designed to elicit characteristics such as trust, fairness, risk-aversion, ...cooperation, etc., as well as how they respond to a traditional Big-5 psychological survey that measures personality traits. ChatGPT-4 exhibits behavioral and personality traits that are statistically indistinguishable from a random human from tens of thousands of human subjects from more than 50 countries. Chatbots also modify their behavior based on previous experience and contexts "as if" they were learning from the interactions and change their behavior in response to different framings of the same strategic situation. Their behaviors are often distinct from average and modal human behaviors, in which case they tend to behave on the more altruistic and cooperative end of the distribution. We estimate that they act as if they are maximizing an average of their own and partner's payoffs.
The internet, particularly social media, has become a popular resource for learning about health and investigating one's own health conditions. The development of artificial intelligence (AI) ...chatbots has been fueled by the increasing availability of digital health data and advances in natural language processing techniques. While these chatbots are more accessible than before, they sometimes fail to provide accurate information.
We used representative chatbots currently available (Chat Generative Pretrained Transformer-3.5, Bing Chat, and Google Bard) to answer questions commonly asked by brain tumor patients. The simulated situations with questions were made and selected by the brain tumor committee. These questions are commonly asked by brain tumor patients. The goal of the study was introduced to each chatbot, the situation was explained, and questions were asked. All responses were collected without modification. The answers were shown to the committee members, and they were asked to judge the responses while blinded to the type of chatbot.
There was no significant difference in accuracy and communication ability among the 3 groups (P = 0.253, 0.090, respectively). For empathy, Bing Chat and Google Bard were superior to Chat Generative Pretrained Transformer (P = 0.004, 0.002, respectively). The purpose of this study was not to assess or verify the relative superiority of each chatbot. Instead, the aim was to identify the shortcomings and changes needed if AI chatbots are to be used for patient medical purposes.
AI-based chatbots are a convenient way for patients and the general public to access medical information. Under such circumstances, medical professionals must ensure that the information provided to chatbot users is accurate and safe.
This explorative study investigated (a) whether social attraction, self-disclosure, interaction quality, intimacy, empathy and communicative competence play a role in getting-acquainted interactions ...between humans and a chatbot, and (b) whether humans can build a relationship with a chatbot. Although human-machine communication research suggests that humans can develop feelings for computers, this does not automatically imply that humans experience feelings of friendship with a chatbot. In this longitudinal study, 118 participants had seven interactions with chatbot Mitsuku over a 3-week period. After each interaction participants filled out a questionnaire. The results showed that the social processes decreased after each interaction and feelings of friendship were low. In line with the ABCDE model of relationship development, the social processes that aid relationship continuation decrease, leading to deterioration of the relationship. Furthermore, a novelty effect was at play after the first interaction, after which the chatbot became predictable and the interactions less enjoyable.
Chatbots are programs that supply services to users via conversation in natural language, acting as virtual assistants within social networks or web applications. Here, we review the most ...representative chatbot development tools with a focus on technical and managerial aspects.
The Coronavirus disease; COVID-19 vaccines will not end the pandemic if they stay in freezers. In many countries, such as France, COVID-19 vaccines hesitancy is high. It is crucial that governments ...make it as easy as possible for people who want to be vaccinated to do so, but also that they devise communication strategies to address the concerns of vaccine hesitant individuals. We introduce and test on 701 French participants a novel messaging strategy: A chatbot that answers people's questions about COVID-19 vaccines. We find that interacting with this chatbot for a few minutes significantly increases people's intentions to get vaccinated (ß = 0.12) and has a positive impact on their attitudes toward COVID-19 vaccination (ß = 0.23). Our results suggest that a properly scripted and regularly updated chatbot could offer a powerful resource to help fight hesitancy toward COVID-19 vaccines.
Public Significance Statement
Interacting a few minutes with a chatbot answering the most common questions about COVID-19 vaccines increased people's intention to get vaccinated and had a positive impact on their attitudes toward the vaccines. Chatbots could be a powerful resource to fight COVID-19 vaccines hesitancy.
In recent years, emerging approaches to chatbot-guided food coaching and dietary management, while innovative and promising in nature, have often lacked long-term studies. Therefore, with this work, ...we pursued a participatory approach within a design case study to the co-design and development of a nutrition chatbot for elderly people. Overall, 15 participants were directly involved in the study, of which 12 participated in the initial co-design phase, seven in the first real-world evaluation study over four weeks, and three in the second evaluation study over seven weeks. We contribute to the fields of Human-Computer Interaction by showing how the long-term use of such a chatbot in the area of nutrition looks like, which design implications arise for the development of nutrition chatbots, and how a participatory design approach can be realized to design, evaluate and develop nutrition chatbots.
PDF
