Counseling Chatbot Design: The Effect of Anthropomorphic Chatbot Characteristics on User Self-Disclosure and Companionship

Kang, Eunbin; Kang, Youn Ah

doi:10.1080/10447318.2022.2163775

Cited by 18 publications

(2 citation statements)

References 57 publications

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“…Völkel et al [8] observed no statistically significant influence of chatbot-user personality congruence on user behavior within the healthcare domain, specifically when examining participants with varying levels of extroversion. Similarly, Kang & Kang [40] reported a lack of association between chatbot-user personality congruence and user behavior in the context of counseling chatbots.…”

Section: A Effect Of Chatbot-human Personality Congruence On Behaviormentioning

confidence: 99%

Assessing the Impact of Chatbot-Human Personality Congruence on User Behavior: A Chatbot-Based Advising System Case

Amin Kuhail,

Bahja,

Al-Shamaileh

et al. 2024

IEEE Access

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Chatbot personality has been demonstrated to influence user behavior, such as trust and intended engagement. However, previous research on chatbot-user personality congruence's influence on user behavior is scant despite its significance in human-human conversations. This study explores the effect of chatbot-human personality trait congruence on user behavior in the context of a chatbot-based advising system. In this study, 54 college students interacted with chatbots with three different personalities (extraversion, agreeableness, and conscientiousness) and rated their trust, usage intention, and intended engagement with the chatbots. Additionally, 18 participants were interviewed to gain further insights into their perceptions and evaluations of the chatbots. The findings show that chatbot-human personality congruence influenced behavior, particularly among extroverted participants. No significant differences were observed in the influence of chatbot-human personality congruence on the behavior of conscientious and agreeableness participants. Implications and future research directions are presented.

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Section: A Effect Of Chatbot-human Personality Congruence On Behaviormentioning

confidence: 99%

Assessing the Impact of Chatbot-Human Personality Congruence on User Behavior: A Chatbot-Based Advising System Case

Amin Kuhail,

Bahja,

Al-Shamaileh

et al. 2024

IEEE Access

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“…It is also important for managers to think about things like customer satisfaction and repurchase intentions because convenience helps them think about these things. It is more likely for people to be happy when they use Chatbot that meets their needs, says (Kang and Kang, 2023). Because Chatbots can search for information and find products that meet customers' needs, this is why this is the way it is (Sanny et al, 2020).…”

Section: Relationship Between Communication Quality and Loyaltymentioning

confidence: 99%

Impact of service agents on customer satisfaction and loyalty: mediating role of Chatbots

Naqvi,

Hongyu,

Naqvi

et al. 2023

JM2

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Purpose This study aims to determine whether or not fashion retail brands can maintain their essence by providing personalized care through conventional face-to-face interactions or the use of e-services. Design/methodology/approach An exploratory investigation is being conducted to attain this goal. According to the findings of this research, Chatbots have an impact on consumer loyalty. The quality of a Chatbot’s system, service and information are all critical to providing a positive consumer experience. Findings The study concluded that Chatbot e-services might potentially enable dynamic and fascinating interactions between firms and their consumers. To personalize a Chatbot, firms might change the tone of the language used. Customers are more likely to use a Chatbot if it resembles a real person, which increases their pleasure and confidence in the product. Originality/value More precisely, the emphasis of the inquiry was on Chatbot, a relatively new digital tool that offers user-friendly, personalized and one-of-a-kind support to customers. Using information supplied by consumers, the authors examine a five-dimensional model that gauges how customers feel about Chatbots in terms of their ability to communicate with users, offer amusement, be trendy, personalize interactions and solve problems.

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Anthropomorphism—What Is Crucial?

Bialkova

2024

The Rise of AI User Applications

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Counseling Chatbot Design: The Effect of Anthropomorphic Chatbot Characteristics on User Self-Disclosure and Companionship

Cited by 18 publications

References 57 publications

Assessing the Impact of Chatbot-Human Personality Congruence on User Behavior: A Chatbot-Based Advising System Case

Assessing the Impact of Chatbot-Human Personality Congruence on User Behavior: A Chatbot-Based Advising System Case

Impact of service agents on customer satisfaction and loyalty: mediating role of Chatbots

Anthropomorphism—What Is Crucial?

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