Humanizing chatbots: The effects of visual, identity and conversational cues on humanness perceptions

Chatbots are replacing human agents in a number of domains, from online tutoring to customer-service to even cognitive therapy. But, they are often machine-like in their interactions. What can we do to humanize chatbots? Should they necessarily be driven by human operators for them to be considered...

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Bibliographic Details
Published in:	Computers in human behavior Vol. 97; pp. 304 - 316
Main Authors:	Go, Eun, Sundar, S. Shyam
Format:	Journal Article
Language:	English
Published:	Elmsford Elsevier Ltd 01.08.2019 Elsevier Science Ltd
Subjects:	Anthropomorphic visual cue Anthropomorphism Between-subjects design Chatbots Compensation effect Cues Customer services Digital cameras Domains Expectancy violation effect Identity cue Message interactivity Online chat agents Visual effects Identity cue Expectancy violation effect Online chat agents Message interactivity Anthropomorphic visual cue Compensation effect
ISSN:	0747-5632, 1873-7692
Online Access:	Get full text
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