The effect of chatbot introduction on user satisfaction
Hendriks, Frank (2019-06-03)
The effect of chatbot introduction on user satisfaction
Hendriks, Frank
(03.06.2019)
Julkaisu on tekijänoikeussäännösten alainen. Teosta voi lukea ja tulostaa henkilökohtaista käyttöä varten. Käyttö kaupallisiin tarkoituksiin on kielletty.
avoin
Julkaisun pysyvä osoite on:
https://urn.fi/URN:NBN:fi-fe2019070222576
https://urn.fi/URN:NBN:fi-fe2019070222576
Tiivistelmä
Chatbots are becoming better and better, and their skills to perfectly imitate a human-being are almost impeccable. By means of a survey experiment this paper researches the effect of the introductory message of a chatbot on the end-user satisfaction. The experiment conditions involved a chatbot introducing itself as a chatbot, a chatbot not introducing itself, and a human being as control group. Satisfaction was measured using the constructs social presence, perceived humanness and service encounter satisfaction. Findings show that an undisclosed chatbot introduction yields a higher satisfaction with both the conversation itself and the conversational partner, while for the given advice and outcome of the conversation, users are indifferent between chatbots and real human beings.