IDEAS home Printed from https://ideas.repec.org/h/spr/lnichp/978-3-319-67431-5_15.html
   My bibliography  Save this book chapter

Human Versus Machine: Contingency Factors of Anthropomorphism as a Trust-Inducing Design Strategy for Conversational Agents

In: Information Systems and Neuroscience

Author

Listed:
  • Anna-Maria Seeger

    (University of Mannheim)

  • Armin Heinzl

    (University of Mannheim)

Abstract

Conversational agents are increasingly popular in various domains of application. Due to their ability to interact with users in human language, anthropomorphizing these agents to positively influence users’ trust perceptions seems justified. Indeed, conceptual and empirical arguments support the trust-inducing effect of anthropomorphic design. However, an opposing research stream that has widely been overlooked provides evidence that human-likeness reduces agents’ trustworthiness. Based on a thorough analysis of psychological mechanisms related to the contradicting theoretical positions, we propose that the agent substitution type acts as a situational moderator variable on the positive relationship between anthropomorphic design and agents’ trustworthiness. We argue that different agent types are related to distinct user expectations that influence the cognitive evaluation of anthropomorphic design. We further discuss how these differences translate into neurophysiological responses and propose an experimental set-up using a combination of behavioral, self-reported and eye-tracking data to empirically validate our proposed model.

Suggested Citation

  • Anna-Maria Seeger & Armin Heinzl, 2018. "Human Versus Machine: Contingency Factors of Anthropomorphism as a Trust-Inducing Design Strategy for Conversational Agents," Lecture Notes in Information Systems and Organization, in: Fred D. Davis & René Riedl & Jan vom Brocke & Pierre-Majorique Léger & Adriane B. Randolph (ed.), Information Systems and Neuroscience, pages 129-139, Springer.
    • Handle: RePEc:spr:lnichp:978-3-319-67431-5_15
    DOI: 10.1007/978-3-319-67431-5_15
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Rizomyliotis, Ioannis & Kastanakis, Minas N. & Giovanis, Apostolos & Konstantoulaki, Kleopatra & Kostopoulos, Ioannis, 2022. "“How mAy I help you today?” The use of AI chatbots in small family businesses and the moderating role of customer affective commitment," Journal of Business Research, Elsevier, vol. 153(C), pages 329-340.
    2. Pizzi, Gabriele & Scarpi, Daniele & Pantano, Eleonora, 2021. "Artificial intelligence and the new forms of interaction: Who has the control when interacting with a chatbot?," Journal of Business Research, Elsevier, vol. 129(C), pages 878-890.
    3. Thuy Duong Oesterreich & Eduard Anton & Julian Schuir & Alexander Brehm & Frank Teuteberg, 2023. "How can I help you? Design principles for task-oriented speech dialog systems in customer service," Information Systems and e-Business Management, Springer, vol. 21(1), pages 37-79, March.
    4. Przegalinska, Aleksandra & Ciechanowski, Leon & Stroz, Anna & Gloor, Peter & Mazurek, Grzegorz, 2019. "In bot we trust: A new methodology of chatbot performance measures," Business Horizons, Elsevier, vol. 62(6), pages 785-797.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:lnichp:978-3-319-67431-5_15. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.