Designing Anthropomorphic Conversational Agents in Enterprises : A Nascent Theory and Conceptual Framework for Fostering a Human-Like Interaction
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| Title: | Designing Anthropomorphic Conversational Agents in Enterprises : A Nascent Theory and Conceptual Framework for Fostering a Human-Like Interaction |
|---|---|
| Description: | Conversational agents (CAs) increasingly permeate our private and professional lives. In particular text-based CAs in a company context attract interest both internally as well as at the customer interface to provide service or support sales due to their potential for automation while offering the feeling of a human-like interaction. However, their human-like appearance often leads to user expectations that are out of line with the system's actual capabilities or create feelings of uncanniness. To address this problem, six studies were conducted and compiled in this dissertation. These studies provide insights into the design of human-like CAs in a company context and show how different designs influence user perception. Through a set of experiments and a design science research project, this dissertation offers three key contributions: First, it proposes a nascent design theory to craft enterprise CAs that offer a human-like interaction experience despite the limited conversational capabilities given in present-day technology. Second, the framework derived from the synthesis of the studies'findings outlines how the perception of a CA and the outcomes from the interaction emerge from an interplay of context-, user-, and CA design-related characteristics. Third, the insights from the experimental studies show how aspects related to the design of a CA influence user perception both with regard to anthropomorphism as well as further outcomes. |
| Authors: | Diederich, Stephan |
| Resource Type: | eBook. |
| Subjects: | Natural language generation (Computer science), Transaction systems (Computer systems) |
| Categories: | COMPUTERS / User Interfaces |
| Database: | eBook Collection (EBSCOhost) |
| FullText | Links: – Type: ebook-pdf Text: Availability: 0 |
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| Items | – Name: Title Label: Title Group: Ti Data: Designing Anthropomorphic Conversational Agents in Enterprises : A Nascent Theory and Conceptual Framework for Fostering a Human-Like Interaction – Name: Abstract Label: Description Group: Ab Data: Conversational agents (CAs) increasingly permeate our private and professional lives. In particular text-based CAs in a company context attract interest both internally as well as at the customer interface to provide service or support sales due to their potential for automation while offering the feeling of a human-like interaction. However, their human-like appearance often leads to user expectations that are out of line with the system's actual capabilities or create feelings of uncanniness. To address this problem, six studies were conducted and compiled in this dissertation. These studies provide insights into the design of human-like CAs in a company context and show how different designs influence user perception. Through a set of experiments and a design science research project, this dissertation offers three key contributions: First, it proposes a nascent design theory to craft enterprise CAs that offer a human-like interaction experience despite the limited conversational capabilities given in present-day technology. Second, the framework derived from the synthesis of the studies'findings outlines how the perception of a CA and the outcomes from the interaction emerge from an interplay of context-, user-, and CA design-related characteristics. Third, the insights from the experimental studies show how aspects related to the design of a CA influence user perception both with regard to anthropomorphism as well as further outcomes. – Name: Author Label: Authors Group: Au Data: <searchLink fieldCode="AR" term="%22Diederich%2C+Stephan%22">Diederich, Stephan</searchLink> – Name: TypePub Label: Resource Type Group: TypPub Data: eBook. – Name: Subject Label: Subjects Group: Su Data: <searchLink fieldCode="DE" term="%22Natural+language+generation+%28Computer+science%29%22">Natural language generation (Computer science)</searchLink><br /><searchLink fieldCode="DE" term="%22Transaction+systems+%28Computer+systems%29%22">Transaction systems (Computer systems)</searchLink> – Name: SubjectBISAC Label: Categories Group: Su Data: <searchLink fieldCode="ZK" term="%22COMPUTERS+%2F+User+Interfaces%22">COMPUTERS / User Interfaces</searchLink> |
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| RecordInfo | BibRecord: BibEntity: Classifications: – Code: 006.35 Scheme: ddc Type: prePub Languages: – Code: eng Text: English Subjects: – SubjectFull: Natural language generation (Computer science) Type: general – SubjectFull: Transaction systems (Computer systems) Type: general Titles: – TitleFull: Designing Anthropomorphic Conversational Agents in Enterprises : A Nascent Theory and Conceptual Framework for Fostering a Human-Like Interaction Type: main BibRelationships: HasContributorRelationships: – PersonEntity: Name: NameFull: Diederich, Stephan – PersonEntity: Name: NameFull: Diederich, Stephan IsPartOfRelationships: – BibEntity: Dates: – D: 01 M: 01 Type: published Y: 2020 – D: 03 M: 02 Type: profile Y: 2023 Identifiers: – Type: isbn-print Value: 9783736972162 – Type: isbn-electronic Value: 9783736962163 Numbering: – Type: volume Value: 00102 Titles: – TitleFull: Designing Anthropomorphic Conversational Agents in Enterprises : A Nascent Theory and Conceptual Framework for Fostering a Human-Like Interaction Type: main |
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