Effects of Persuasive Dialogues: Testing Bot Identities and Inquiry Strategies

Shi, Weiyan; Wang, Xuewei; Oh, Yoo Jung; Zhang, Jingwen; Sahay, Saurav; Yu, Zhou

doi:10.1145/3313831.3376843

Cited by 57 publications

(44 citation statements)

References 49 publications

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“…Deciding what name to call the chatbot and whether to frame it as a human peer or as a transparent bot system requires careful consideration. Our recent work [ 52 ] suggests that as AI chatbots are quickly adopting human conversational capacities, the perceived identity of a chatbot has significant effects on the persuasion outcome and interpersonal perceptions. Furthermore, our study findings suggest that users respond better if the chatbot’s identity is clearly presented.…”

Section: Resultsmentioning

confidence: 99%

“…This may be because users can develop more agency and control if they know how to respond to the conversational partner by applying different communication norms. For instance, if a chatbot is presented with a human identity and tries to imitate human inquiries by asking personal questions, the UVE can be elicited and make people feel uncomfortable [ 52 ]. However, contrary findings have also been identified as some studies show evidence that people respond well and disclose more personal information if the chatbot is presented as a bot and can also display emotions [ 60 , 61 ].…”

Section: Resultsmentioning

confidence: 99%

See 1 more Smart Citation

Artificial Intelligence Chatbot Behavior Change Model for Designing Artificial Intelligence Chatbots to Promote Physical Activity and a Healthy Diet: Viewpoint

Zhang¹,

Oh²,

Lange³

et al. 2020

J Med Internet Res

Self Cite

212

116

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Background Chatbots empowered by artificial intelligence (AI) can increasingly engage in natural conversations and build relationships with users. Applying AI chatbots to lifestyle modification programs is one of the promising areas to develop cost-effective and feasible behavior interventions to promote physical activity and a healthy diet. Objective The purposes of this perspective paper are to present a brief literature review of chatbot use in promoting physical activity and a healthy diet, describe the AI chatbot behavior change model our research team developed based on extensive interdisciplinary research, and discuss ethical principles and considerations. Methods We conducted a preliminary search of studies reporting chatbots for improving physical activity and/or diet in four databases in July 2020. We summarized the characteristics of the chatbot studies and reviewed recent developments in human-AI communication research and innovations in natural language processing. Based on the identified gaps and opportunities, as well as our own clinical and research experience and findings, we propose an AI chatbot behavior change model. Results Our review found a lack of understanding around theoretical guidance and practical recommendations on designing AI chatbots for lifestyle modification programs. The proposed AI chatbot behavior change model consists of the following four components to provide such guidance: (1) designing chatbot characteristics and understanding user background; (2) building relational capacity; (3) building persuasive conversational capacity; and (4) evaluating mechanisms and outcomes. The rationale and evidence supporting the design and evaluation choices for this model are presented in this paper. Conclusions As AI chatbots become increasingly integrated into various digital communications, our proposed theoretical framework is the first step to conceptualize the scope of utilization in health behavior change domains and to synthesize all possible dimensions of chatbot features to inform intervention design and evaluation. There is a need for more interdisciplinary work to continue developing AI techniques to improve a chatbot’s relational and persuasive capacities to change physical activity and diet behaviors with strong ethical principles.

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Section: Resultsmentioning

confidence: 99%

Section: Resultsmentioning

confidence: 99%

Artificial Intelligence Chatbot Behavior Change Model for Designing Artificial Intelligence Chatbots to Promote Physical Activity and a Healthy Diet: Viewpoint

Zhang¹,

Oh²,

Lange³

et al. 2020

J Med Internet Res

Self Cite

212

116

View full text Add to dashboard Cite

show abstract

“…Research on the repercussions of chatbot disclosure is still at a nascent stage. Pioneering empirical studies have focused on understanding the effect of disclosing vs. not disclosing the chatbot's identity to users and arrived at the conclusion that transparently communicating chatbot identity comes at the cost of negative user reactions: it may reduce customer retention [20], user acceptance [21], duration of interaction and purchase rate [17], efficiency of humanmachine cooperation [13], perceived social presence and humanness [12], and persuasion efficiency [25]. These results are startling, as negative biases to disclosed bots emerge despite equal performance levels of disclosed and undisclosed bots and superiority of examined bots over humans.…”

Section: Related Work On Chatbot Disclosurementioning

confidence: 99%

“…Studies on chatbot disclosure show that this effect prevails not only when comparing algorithms to humans, but disclosed algorithms to undisclosed algorithms. This implies that not the actual, but perceived identity impacts trust [25].…”

Section: Trust In Algorithmsmentioning

confidence: 99%

“…First empirical studies attend to this matter and consistently find negative effects of chatbot disclosure on both psychological and behavioural user reactions [12,13,17,20,21,25,26], as people tend to trust algorithms less than humans, despite equal or sometimes even superior service delivery [6]. This in turn is problematic for service providers, as they want to avoid negative user reactions, but will be obligated to disclose chatbot identity sooner or later, hence creating a chatbot disclosure dilemma [20].…”

Section: Introductionmentioning

confidence: 99%

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Resolving the Chatbot Disclosure Dilemma: Leveraging Selective Self-Presentation to Mitigate the Negative Effect of Chatbot Disclosure

Mozafari¹,

Weiger²,

Hammerschmidt³

2021

Proceedings of the Annual Hawaii International Conference on System Sciences

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Chatbots are increasingly able to pose as humans. However, this does not hold true if their identity is explicitly disclosed to users-a practice that will become a legal obligation for many service providers in the imminent future. Previous studies hint at a chatbot disclosure dilemma in that disclosing the non-human identity of chatbots comes at the cost of negative user responses. As these responses are commonly attributed to reduced trust in algorithms, this research examines how the detrimental impact of chatbot disclosure on trust can be buffered. Based on computer-mediated communication theory, the authors demonstrate that the chatbot disclosure dilemma can be resolved if disclosure is paired with selective presentation of the chatbot's capabilities. Study results show that while merely disclosing (vs. not disclosing) chatbot identity does reduce trust, pairing chatbot disclosure with selectively presented information on the chatbot's expertise or weaknesses is able to mitigate this negative effect.

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Are they humans or are they robots? The effect of virtual influencer disclosure on brand trust

Muniz,

Stewart,

Magalhães

2023

J of Consumer Behaviour

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The increased prevalence of social media has led brands to utilize influencers for product endorsements and influence consumer perceptions. Among these influencers, virtual influencers (VIs)—that is, computer‐generated influencers with a social media presence–have gained significant attention due to their substantial online following and greater engagement compared to human influencers. However, a research gap exists in understanding the impact of VIs on consumer response toward brands, particularly when consumers perceive VIs as human. To address this gap, this study draws upon anthropomorphism and expectation disconfirmation theories to investigate the effect of disclosing a VI's nonhuman nature on consumer trust in the brand. Additionally, the influence of culture on consumers' perceptions of VIs is explored. The study employs three within‐subject experimental designs, with two studies conducted in the United States (n = 75 and n = 101) and one in Brazil (n = 83). The findings reveal that the disclosure of a VI's nonhuman nature negatively affects the perceived anthropomorphism of the influencer, subsequently diminishing the credibility of the VI and impacting brand trust. This study contributes significantly to the consumer behavior literature by examining the unintended consequences of disclosing VIs' nonhuman nature on consumer perceptions. Furthermore, it highlights the potential role of culture, as the direct influence of disclosure on anthropomorphism is observed, but the indirect influence on brand trust is not supported among Brazilian consumers. Consequently, brands must reconsider the design of their own VIs or those they collaborate with, striving for a design that mitigates consumer suspicion avoiding the negative effects of disclosure.

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Effects of Persuasive Dialogues: Testing Bot Identities and Inquiry Strategies

Cited by 57 publications

References 49 publications

Artificial Intelligence Chatbot Behavior Change Model for Designing Artificial Intelligence Chatbots to Promote Physical Activity and a Healthy Diet: Viewpoint

Artificial Intelligence Chatbot Behavior Change Model for Designing Artificial Intelligence Chatbots to Promote Physical Activity and a Healthy Diet: Viewpoint

Resolving the Chatbot Disclosure Dilemma: Leveraging Selective Self-Presentation to Mitigate the Negative Effect of Chatbot Disclosure

Are they humans or are they robots? The effect of virtual influencer disclosure on brand trust

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