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Do You Feel a Connection? How the Human-Like Design of Conversational Agents Influences Donation Behaviour

In: Innovation Through Information Systems

Author

Listed:
  • Johannes Bührke

    (University of Goettingen)

  • Alfred Benedikt Brendel

    (Technische Universität Dresden)

  • Sascha Lichtenberg

    (University of Goettingen)

  • Stephan Diederich

    (University of Goettingen)

  • Stefan Morana

    (Saarland University)

Abstract

Conversational agents (CAs) are rapidly changing the way humans and computers interact. Through developments in natural language processing, CAs are increasingly capable of conducting human-like conversations with users. Furthermore, human-like features (e.g., having a name or an avatar) lead to positive user reactions as if they were interacting with a real human conversational partner. CAs promise to replace or supplement traditional interactions between humans (e.g., counseling, interviews). One field of CA-human interaction that is not yet fully understood in developing human-like CAs is donating to a good cause. Notably, many charities rely on approaching people on the streets to raise funds. Against this background, the questions arise: How should a CA for raising funds for non-profit organizations be designed and how does human-like design of a CA influence the user’s donation behavior. To explore these two questions, we conducted a 2 × 2 experiment with 134 participants.

Suggested Citation

  • Johannes Bührke & Alfred Benedikt Brendel & Sascha Lichtenberg & Stephan Diederich & Stefan Morana, 2021. "Do You Feel a Connection? How the Human-Like Design of Conversational Agents Influences Donation Behaviour," Lecture Notes in Information Systems and Organization, in: Frederik Ahlemann & Reinhard Schütte & Stefan Stieglitz (ed.), Innovation Through Information Systems, pages 283-298, Springer.
    • Handle: RePEc:spr:lnichp:978-3-030-86797-3_19
    DOI: 10.1007/978-3-030-86797-3_19
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