When AI takes your call: Investigating the impact of conversational styles on customer service agents’ affective delivery

IF 7.6 2区管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE

Telematics and Informatics Pub Date : 2025-04-23 DOI:10.1016/j.tele.2025.102277

Inyoung Jang , Jaekwang Kim , Inyoung Park

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引用次数: 0

Abstract

Designing systems for proper conversation is one of the main challenges in developing affective artificial intelligence such as AI customer service agents (CSAs). While service interaction studies underscore that CSA’s sincerity plays a key role in affective service delivery, there is limited research on how people perceive sincerity from non-human AI CSAs. By simulating real voice-based customer service interactions, our study presented a research model to examine how the conversational styles (task-oriented vs. emotion-oriented) influence individual’s perceived sincerity and affective delivery of AI CSAs. Results indicate that the conversational styles and CSA type (human vs. AI) jointly influenced perceived sincerity. Further, perceived sincerity mediated the interaction effect between CSA type and conversational style on perceived affective delivery. This paper advances the existing literature on affective delivery of AI by elucidating how different conversation designs can enhance customer perceptions in voice-mediated AI communications.

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当人工智能接听你的电话时：调查会话风格对客户服务座席情感传递的影响

为适当的对话设计系统是开发情感人工智能（如人工智能客户服务代理（csa））的主要挑战之一。虽然服务交互研究强调CSA的诚意在情感服务提供中起着关键作用，但关于人们如何从非人类人工智能CSA中感知诚意的研究有限。通过模拟真实的基于语音的客户服务交互，我们的研究提出了一个研究模型，以研究会话风格（任务导向vs.情绪导向）如何影响个人感知的诚意和人工智能csa的情感传递。结果表明，会话风格和CSA类型（人类vs. AI）共同影响感知的诚意。此外，感知真诚在CSA类型和会话风格对感知情感传递的交互作用中起中介作用。本文通过阐明不同的对话设计如何在语音介导的人工智能通信中增强客户感知，推进了关于人工智能情感传递的现有文献。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Telematics and Informatics INFORMATION SCIENCE & LIBRARY SCIENCE-

CiteScore

17.00

自引率

4.70%

发文量

104

审稿时长

24 days

期刊介绍： Telematics and Informatics is an interdisciplinary journal that publishes cutting-edge theoretical and methodological research exploring the social, economic, geographic, political, and cultural impacts of digital technologies. It covers various application areas, such as smart cities, sensors, information fusion, digital society, IoT, cyber-physical technologies, privacy, knowledge management, distributed work, emergency response, mobile communications, health informatics, social media's psychosocial effects, ICT for sustainable development, blockchain, e-commerce, and e-government.