Chatbot Personalities Matters

Smestad, Tuva Lunde; Volden, Frode

doi:10.1007/978-3-030-17705-8_15

Cited by 35 publications

(19 citation statements)

References 22 publications

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“…While the idea of the customer as simply a rational and cognitive being can be viewed as incomplete, research about the ability chatbots have in making people perceive emotions and how such emotions enhance a positive attitude is still limited (Smestad and Volden, 2018). In order to shed light on this topic, we investigate social presence, a construct that refers to the extent to which a medium is perceived as sociable, warm, sensitive and personal when it is used to interact with others (Gefen and Straub, 2003).…”

Section: Interaction Style and Avatars As Antecedents Of Social Presencementioning

confidence: 99%

Millennials' attitude toward chatbots: an experimental study in a social relationship perspective

Cicco

Silva

Alparone

2020

IJRDM

152

101

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PurposeChatbots represent an innovative channel for retailers to meet young customers' needs anywhere and at any time. Being an emergent technology, however, it is important to investigate more thoroughly how users perceive it, and which are the variables that enhance a positive attitude towards this technology. On this premise, this study applies a social relationship perspective to the design of chatbots addressed to younger consumers.Design/methodology/approachThe study adopts a between-participants factorial design to investigate the effects of visual cues (avatar presence vs avatar absence) and interaction styles (social-oriented vs task-oriented) on social presence and how this, in turn, enhances millennials' perceived enjoyment, trust and, ultimately, attitude towards the chatbot. A survey experiment was employed to conduct the study on data collected from 193 Italian millennials.FindingsThe results show that applying a social-oriented interaction style increases users' perception of social presence, while an insignificant effect was found for avatar presence. The partial least square structural equation modeling (PLS-SEM) analysis further confirms the hypothesised model.Originality/valueThe adoption of new digital technologies such as chatbots is likely to have a far reaching effect on retailers, consumers, employees and society. For this reason, a broad understanding of the phenomenon is needed. To the best of our knowledge, this is the first study to provide results from an experimental design in which both interaction style (social- vs task-oriented) and avatar (presence vs absence) of a chatbot are manipulated to directly explore social presence and its effect on trust, perceived enjoyment and millennials' attitude towards a chatbot applied for retailing purposes.

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Section: Interaction Style and Avatars As Antecedents Of Social Presencementioning

confidence: 99%

Millennials' attitude toward chatbots: an experimental study in a social relationship perspective

Cicco

Silva

Alparone

2020

IJRDM

152

101

View full text Add to dashboard Cite

show abstract

“…As for the question, which personality traits in specific are more desirable in CAs, there is no definite answer to it. In fact, more and more researchers conclude that CAs should not have a static personality, but should ideally adapt to the personality of the user [1,2,22,53,55,64]. As part of initial steps towards our research goal of designing personality-adaptive CAs, we investigate existing theories, specifically social presence and perceived humanness in connection with the personality trait extraversion.…”

Section: Introductionmentioning

confidence: 99%

Communicating with Machines: Conversational Agents with Personality and the Role of Extraversion

Ahmad¹,

Siemon²,

Robra-Bissantz³

2021

Proceedings of the Annual Hawaii International Conference on System Sciences

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Communication with conversational agents (CA) has become increasingly important. It therefore is crucial to understand how individuals perceive interaction with CAs and how the personality of both the CA and the human can affect the interaction experience. As personality differences are manifested in language cues, we investigate whether different language style manifestations of extraversion lead to a more anthropomorphized perception (specifically perceived humanness and social presence) of the personality bots. We examine, whether individuals rate communication satisfaction of a CA similar to their own personality as higher (law of attraction). The results of our experiment indicate that highly extraverted CAs are generally better received in terms of social presence and communication satisfaction. Further, incorporating personality into CAs increases perceived humanness. Although no significant effects could be found in regard to the law of attraction, interesting findings about ambiverts could be made. The outcomes of the experiment contribute towards designing personality-adaptive CAs.

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“…The personality model focuses primarily on two key personality traits: Extraversion and Agreeableness. Another paper focuses on the user experience of chatbot interfaces, studying the impact of a personality match between a chatbot agent and the user [26]. This study found that personality has a significant positive effect on the user's experience of Chatbot interfaces, but this effect depends on the context, the job they perform, and their user group.…”

Section: Related Workmentioning

confidence: 99%

Analysis of the Big-Five personality traits in the Chatbot "UC - Paraguay"

Hume

Cernuzzi

Zarza

et al. 2022

CLEIej

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In the context of the project "WeNet: Internet of us" we are studying the role of diversity in relation to Internet-mediated social interactions. In this paper, in particular, we analyze a possible relationship between personality aspects and social interaction mediated by digital platforms. More specifically, we rely on the five personality traits (Extraversion, Agreeableness, Conscientiousness, Emotional Stability and Openness to Experience), commonly referred to as "Big-five", and associate them to automatically extracted behavioral characteristics derived from the experience of using a Chatbot for a closed community of students at the Universidad Católica "Nuestra Señora de la Asunci´ón" (UC). The personality data comes from a self-report made by the users through questionnaires. According to a survey to the participants, overall the results show very positive appraisals about the use of the Chatbot in terms of user experience and its main functionalities, which is very encouraging for future pilots. As for the role of personality in relation to the main use of the Chatbot, although further experience is required to confirm trends, the results suggest that the Big-five personality traits are to some extent correlated with: the active participation (Agreeableness and Openess); the type of contribution in term of length of questions/requests for help and answers (Agreeableness, Neuroticism and Openness); and, the network of interactions evolution over time (Openness and Neuroticism).

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Chatbot Personalities Matters

Cited by 35 publications

References 22 publications

Millennials' attitude toward chatbots: an experimental study in a social relationship perspective

Millennials' attitude toward chatbots: an experimental study in a social relationship perspective

Communicating with Machines: Conversational Agents with Personality and the Role of Extraversion

Analysis of the Big-Five personality traits in the Chatbot "UC - Paraguay"

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