Understanding the joint effects of internal and external anthropomorphic cues of intelligent customer service bot on user satisfaction

Data and information management Pub Date : 2023-09-01 DOI:10.1016/j.dim.2023.100047

Yuxin Hu , Yongqiang Sun

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引用次数: 1

Abstract

As one specific type of chatbot, Intelligent Customer Service Bot (ICSB) satisfies users by providing uninterrupted customer service and reducing response time. However, users still prefer to interact with humans rather than robots. In previous studies, scholars have focused more on enhancing the anthropomorphic characteristics of chatbot by treating anthropomorphic characteristics as a general concept. Few literatures have studied the influence of both external and internal features on user satisfaction and the possible interactive effects between the two dimensions of chatbot anthropomorphic cues. Therefore, this paper studies the main effects of internal anthropomorphic constructs (cognitive empathy and emotional empathy) and external anthropomorphic constructs (virtual appearance) of ICSB on user satisfaction, as well as the two-way and three-way interaction effects among them. With a scenario-based survey of 331 respondents, the results confirm the hypotheses about the main effects, the two-way and three-way interaction effects in the model.

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了解智能客服机器人内部和外部拟人化线索对用户满意度的共同影响

智能客服机器人(Intelligent Customer Service Bot, ICSB)是一种特殊类型的聊天机器人，它通过提供不间断的客户服务和缩短响应时间来满足用户。然而，用户仍然更喜欢与人类而不是机器人互动。在以往的研究中，学者们更多地将拟人化特征作为一个笼统的概念来对待，以增强聊天机器人的拟人化特征。很少有文献研究外部和内部特征对用户满意度的影响以及聊天机器人拟人化线索两个维度之间可能存在的交互效应。因此，本文研究了ICSB的内部拟人化构式(认知共情和情感共情)和外部拟人化构式(虚拟外观)对用户满意度的主要影响，以及它们之间的双向和三向交互作用。通过对331名被调查者的场景调查，结果证实了模型中关于主效应、双向效应和三方交互效应的假设。

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

Data and information management Management Information Systems, Library and Information Sciences

CiteScore

3.70

自引率

0.00%

发文量

审稿时长

55 days