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The Paradoxical Role of Humanness in Aggression Toward Conversational Agents
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2023 | Journal of Management Information Systems | Citations: 0
Authors: Brendel, Alfred Benedikt; Hildebrandt, Fabian; Dennis, Alan R.; Riquel, Johannes

Abstract: Conversational Agents (CAs) are becoming part of our everyday lives. About 10 pe ... Expand

Abstract: Conversational Agents (CAs) are becoming part of our everyday lives. About 10 percent of users display aggressive behavior toward CAs, such as swearing at them when they produce errors. We conducted two online experiments to understand user aggression toward CAs better. In the first experiment, 175 participants used either a humanlike CA or a non-humanlike CA. Both CAs worked without errors, and we observed no increased frustration or user aggression. The second experiment (with 201 participants) was the focus of this study; in it, both CAs produce a series of errors. The results show that frustration with errors drives aggression, and users with higher impulsivity are more likely to become aggressive when frustrated. The results also suggest that there are three pathways by which perceived humanness influences users' aggression to CAs. First, perceived humanness directly increases the frustration with the CA when it produces errors. Second, perceived humanness increases service satisfaction which in turn reduces frustration. Third, perceived humanness influences the nature of aggression when users become frustrated (i.e., users are less likely to use highly offensive words with a more humanlike CA). Our research contributes to our theoretical understanding of the role of anthropomorphism in the interaction with machines, showing that designing a CA to be more humanlike is a double-edged sword—both increasing and decreasing the frustration that leads to aggression—and also a means to reduce the most severe aggression. Collapse

Semantic filters: social response theory

Topics: Wikipedia user behavior ease of use electronic mail personality

Methods: experiment theory development statistical hypothesis test chatbot SEM tool

Theories: social response theory
What’s the Harm in Waiting? Examining disfluency from system response time in decision tasks with conversational agents

2023 | Americas Conference on Information Systems | Citations: 0
Authors: Duron, Edgar; Ray, Soumya; Hsia, Po Jen

Abstract: Using conversational agents as decision-support tools brings together an intere ... Expand

Abstract: Using conversational agents as decision-support tools brings together an interesting mix of theoretical lenses. On the one hand, user experiences with agents must still conform to characteristics of fluent use as any interactive system. But at the same time, the more human-like nature of back-and-forth discourse, instead of static graphical interfaces, provides users with social cues that they must then contend with. This study demonstrates how users facing disfluency, such as goal-oriented decision-making with large choice sets, can aid themselves with filters as a tool to reach the end of their task. It also demonstrates how a slowed system response (a social cue) will have a negative effect in disfluent situations where users are trying to regain confidence. A slowed system response time discourages users from using filters leaving them making a suboptimal decision. This study shows how decision fluency and social cues have interesting interactions in their effect on users performing tasks with conversational agents. Collapse

Semantic filters: social response theory

Topics: conversational agent decision making application programming interface Facebook Messenger social media

Methods: chatbot experiment regression analysis method factorial experiment descriptive statistic

Theories: social response theory
Who’s Bad? – The Influence of Perceived Humanness on Users’ Intention to Complain about Conversational Agent Errors to Others

2023 | International Conference on Information Systems | Citations: 0
Authors: Hildebrandt, Fabian; Lichtenberg, Sascha; Brendel, Benedikt; Landmann, Elisa

Abstract: The perception of humanness in a conversational agent (CA) has been shown to s ... Expand

Abstract: The perception of humanness in a conversational agent (CA) has been shown to strongly impact users' processing and reaction to it. However, it is largely unclear how this perception of humanness influences users' processing of errors and subsequent intention for negative word-of-mouth (WoM). In this context, we propose two pathways between perceived humanness and negative WoM: a cognitive pathway and an affective pathway. In a 2x2 online experiment with chatbots, we manipulated both the occurrence of errors and the degree of humanlike design. Our findings indicate that perceived humanness effects users' intentions towards negative WoM through the cognitive pathway: users' confirmation of expectations is increased by perceived humanness, reducing negative WoM intentions. However, it has no effect on users' anger and frustration and does not interact with the effects of errors. For practice, our results indicate that adding humanlike design elements can be a means to reduce negative WoM. Collapse

Semantic filters: social response theory

Topics: electronic mail Google+

Methods: experiment chatbot theory development survey partial least squares regression

Theories: social response theory
Under Pressure? - The Effect of Conversational Agents on Task Pressure and Social Relatedness in Digital Labor

2023 | International Conference on Information Systems | Citations: 0
Authors: Lichtenberg, Sascha; Hildebrandt, Fabian; Mirbabaie, Milad

Abstract: Digital labor platforms (and many other digital workplaces) can be anonymous, i ... Expand

Abstract: Digital labor platforms (and many other digital workplaces) can be anonymous, isolated, and lacking social interaction. In this context, implementing conversational agents (CAs) to provide social presence and relatedness could be a remedy. However, based on research in the context of human-to-human interaction, two counteracting effects of CAs' social presence can be derived. First, social presence and social relatedness induce enjoyment. Second, social presence can lead to a perception of task pressure, which reduces enjoyment. We conducted a three-condition online experiment with 269 participants from a commercial digital labor platform to investigate these effects. Our results show that social presence directly leads to social relatedness and enjoyment, and indirectly to task pressure. However, this perceived task pressure does not reduce enjoyment and only positively effects performance. Thus, it appears that introducing CAs as part of digital labor platforms is a win-win situation for users and work. Collapse

Semantic filters: social response theory

Topics: social presence virtual workplace electronic mail IT supported collaboration remote work

Methods: experiment experimental group chatbot survey parametric test

Theories: social response theory
Become a Lifesaver - How to Design Conversational Agents to Increase Users’ Intention to Donate Blood

2023 | International Conference on Information Systems | Citations: 0
Authors: Pietrantoni, Nico; Lichtenberg, Sascha; Morana, Stefan

Abstract: Donating blood is a selfless act that impacts public welfare, potentially savin ... Expand

Abstract: Donating blood is a selfless act that impacts public welfare, potentially saving human lives. However, blood shortage is a rising worldwide issue due to increased demand. Thus, finding ways to animate and motivate potential donors to donate blood is paramount. In this context, conversational agents (CAs) offer a promising approach to educating, promoting, and achieving desired behaviors. In this paper, we conducted an online experimental study (N=303) and investigated the effect of a human-like designed CA and fear-inducing communication on users' intention to donate. Our results show that users' intention is driven by perceived persuasiveness rather than perceived humanness and that fear-inducing communication does not significantly affect the intention to donate. Against this background, we provide numerous theoretical and practical implications, contributing to information system literature by enhancing our understanding of how fear-inducing communication is used in CA interactions. Collapse

Semantic filters: social response theory

Topics: Facebook Messenger health information system social media online chat Google+

Methods: experiment experimental group chatbot descriptive statistic partial least squares regression

Theories: protection motivation theory social response theory social identity theory
A Picture is Worth a Thousand Words – Exploring Bias in Inclusive Chatbot Design

2023 | International Conference on Business Informatics | Citations: 0
Authors: Schlimbach, Ricarda; Stoppel, Anika; Lampka, Lucas; Robra-Bissantz, Susanne

Abstract: This study examines the impact of different avatar pictures (gender & disabilit ... Expand

Abstract: This study examines the impact of different avatar pictures (gender & disability representation) and gendering on students' perceptions of chatbots in an interaction on learning strategies with 180 students from a German university. In the first experiment, we manipulated the chatbot's humanoid profile picture based on gender and the representation of a visible handicap (wheelchair). In the second experiment, we varied its language style. Statistical analysis revealed that displaying a physical disability significantly enhanced trust, credibility, and empathy but reduced perceived competence and dominance. Gender-sensitive language improved perceptions of competence, trust, credibility, and empathy, whereas we did not find significant interaction effects between both factors. Our results imply the necessity of a more inclusive design of information systems and highlight designers' responsibility in raising awareness and mitigating unconscious bias, as digital learning (technologies) continue to advance. Collapse

Semantic filters: social response theory

Topics: online learning system systems design Google+

Methods: data transformation principal component analysis experiment parametric test chatbot

Theories: social response theory
Companion Bot Development: A Human Interaction-based Theoretical Lens

2023 | Americas Conference on Information Systems | Citations: 0
Authors: THIMMANAYAKANAPALYA, Sagarika Suresh; Sharman, Raj; Samant, Harshada

Abstract: Companion bots have the potential to alleviate loneliness and provide companion ... Expand

Abstract: Companion bots have the potential to alleviate loneliness and provide companionship. To accomplish this, the bot must generate appropriate conversations that are contextually relevant and interesting to the human companion. This research synthesizes 48 papers pertinent to companion bots. To understand and develop critical companion bot elements of the conversations, this paper explores prior literature to understand the human-interaction theories that have been leveraged. Collapse

Semantic filters: social response theory

Topics: social presence robotic artificial intelligence data breach usage intention

Methods: chatbot literature sample literature study synthesis robustness check

Theories: social presence theory social response theory social penetration theory communication theory attachment theory
Opposing Effects of Response Time in Human–Chatbot Interaction
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2022 | Business & Information Systems Engineering | Citations: 0
Authors: Gnewuch, Ulrich; Morana, Stefan; Adam, Marc T. P.; Maedche, Alexander

Abstract: Research has shown that employing social cues (e.g., name, human-like avatar) in ... Expand

Abstract: Research has shown that employing social cues (e.g., name, human-like avatar) in chatbot design enhances users’ social presence perceptions and their chatbot usage intentions. However, the picture is less clear for the social cue of chatbot response time. While some researchers argue that instant responses make chatbots appear unhuman-like, others suggest that delayed responses are perceived less positively. Drawing on social response theory and expectancy violations theory, this study investigates whether users’ prior experience with chatbots clarifies the inconsistencies in the literature. In a lab experiment (N = 202), participants interacted with a chatbot that responded either instantly or with a delay. The results reveal that a delayed response time has opposing effects on social presence and usage intentions and shed light on the differences between novice users and experienced users – that is, those who have not interacted with a chatbot before vs. those who have. This study contributes to information systems literature by identifying prior experience as a key moderating factor that shapes users’ social responses to chatbots and by reconciling inconsistencies in the literature regarding the role of chatbot response time. For practitioners, this study points out a drawback of the widely adopted “one-design-fits-all” approach to chatbot design. Collapse

Semantic filters: social response theory

Topics: social presence usage intention mobile phone usability website

Methods: chatbot experiment survey laboratory experiment statistical power analysis

Theories: social response theory
Unveiling the Cloak: Kernel Theory Use in Design Science Research

2022 | International Conference on Information Systems | Citations: 1
Authors: Möller, Frederik; Schoormann, Thorsten; Strobel, Gero; Hansen, Magnus

Abstract: Theory is an essential part of design research and helps us to explain what we ... Expand

Abstract: Theory is an essential part of design research and helps us to explain what we see or guide what we design. In the paper, we shed light on how kernel theories are used in developing design principles in Design Science Research (DSR). We do this by reporting on a systematic literature review, from which we have extracted a set of six mechanisms to operationalize kernel theory. Each mechanism consists of an activity (e.g., "transform to" or "derive from") and an application point (e.g., meta-requirements or design principles) representing wherein the chain of concepts the kernel theory was used. The paper reflects on what we have learned about the use of kernel theories and translates this into recommendations and issues for further research. We provide researchers with guidance to use kernel theories more efficiently and give a big picture of the possibilities of kernel theory operationalization. Collapse

Semantic filters: social response theory

Topics: database system media richness information and communication technology for development diffusion of innovation privacy

Methods: kernel theory design principle literature sample literature study structured literature research

Theories: cognitive load theory activity theory media richness theory self determination theory agency theory
Follow Me If You Want to Live - Understanding the Influence of Human-Like Design on Users’ Perception and Intention to Comply with COVID-19 Education Chatbots

2022 | International Conference on Information Systems | Citations: 0
Authors: Pietrantoni, Nico; Greulich, R. Stefan; Brendel, Alfred Benedikt; Hildebrandt, Fabian

Abstract: Following recommendations and complying with behavioral attitudes is one major ... Expand

Abstract: Following recommendations and complying with behavioral attitudes is one major key in overcoming global pandemics, such as . As the World Health Organization (WHO) highlights, there is an increased need to follow hygiene standards to prevent infections and in reducing the risk of infections transmissions (World-Health-Organization, 2021). This urgent need offers new use cases of digital services, such as conversational agents that educate and inform individuals about relevant counter measurements. Specifically, due to the increased fatigue in the population in the context of COVID-19, (Franzen and Wöhner, 2021), CAs can play a vital role in supporting and attaining user's behavior. We conducted an experiment (n=116) to analyze the effect of a humanlike-design CA on the intention to comply. Our results show a significant impact of a human-like design on the perception of humanness, source credibility, and trust, which are all (directly or indirectly) drivers of the intention to comply. RQ: How does CA's human-like design influence a user's intention to comply with health-related recommendations?To address this research question, we conducted an online experiment with 116 users to investigate the relationship of a human-like design CA (e.g., human-like versus non-human-like) on the perception of humanness, persuasiveness, source credibility, trust and the intention to comply. Our results provide support for a positive impact on the intention to comply of a human-like design CA. However, we reveal that trust is mediated by persuasion, which in turn positively influences the intention to comply. Collapse

Semantic filters: social response theory

Topics: human computer interaction pandemic website WhatsApp Google+

Methods: experiment chatbot partial least squares regression factor analysis descriptive statistic

Theories: social response theory

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Found 47 articles

The Paradoxical Role of Humanness in Aggression Toward Conversational Agents

What’s the Harm in Waiting? Examining disfluency from system response time in decision tasks with conversational agents

Who’s Bad? – The Influence of Perceived Humanness on Users’ Intention to Complain about Conversational Agent Errors to Others

Under Pressure? - The Effect of Conversational Agents on Task Pressure and Social Relatedness in Digital Labor

Become a Lifesaver - How to Design Conversational Agents to Increase Users’ Intention to Donate Blood

A Picture is Worth a Thousand Words – Exploring Bias in Inclusive Chatbot Design

Companion Bot Development: A Human Interaction-based Theoretical Lens

Opposing Effects of Response Time in Human–Chatbot Interaction

Unveiling the Cloak: Kernel Theory Use in Design Science Research

Follow Me If You Want to Live - Understanding the Influence of Human-Like Design on Users’ Perception and Intention to Comply with COVID-19 Education Chatbots