Trust me, I'm a chatbot
Göttingen University researchers investigate effect of non-human conversation partners in customer services
2021-07-14
(Press-News.org) More and more companies are using chatbots in customer services. Due to advances in artificial intelligence and natural language processing, chatbots are often indistinguishable from humans when it comes to communication. But should companies let their customers know that they are communicating with machines and not with humans? Researchers at the University of Göttingen investigated. Their research found that consumers tend to react negatively when they learn that the person they are talking to is, in fact, a chatbot. However, if the chatbot makes mistakes and cannot solve a customer's problem, the disclosure triggers a positive reaction. The results of the study were published in the Journal of Service Management.
Previous studies have shown that consumers have a negative reaction when they learn that they are communicating with chatbots - it seems that consumers are inherently averse to the technology. In two experimental studies, the Göttingen University team investigated whether this is always the case. Each study had 200 participants, each of whom was put into the scenario where they had to contact their energy provider via online chat to update their address on their electricity contract following a move. In the chat, they encountered a chatbot - but only half of them were informed that they were chatting online with a non-human contact. The first study investigated the impact of making this disclosure depending on how important the customer perceives the resolution of their service query to be. In a second study, the team investigated the impact of making this disclosure depending on whether the chatbot was able to resolve the customer's query or not. To investigate the effects, the team used statistical analyses such as covariance and mediation analysis.
The result: most noticeably, if service issues are perceived as particularly important or critical, there is a negative reaction when it is revealed that the conversation partner is a chatbot. This scenario weakens customer trust. Interestingly, however, the results also show that disclosing that the contact was a chatbot leads to positive customer reactions in cases where the chatbot cannot resolve the customer's issue. "If their issue isn't resolved, disclosing that they were talking with a chatbot, makes it easier for the consumer to understand the root cause of the error," says first author Nika Mozafari from the University of Göttingen. "A chatbot is more likely to be forgiven for making a mistake than a human." In this scenario, customer loyalty can even improve.
INFORMATION:
Original publication: Mozafari, Nika, Weiger, Welf H. and Hammerschmidt, Maik (2021), "Trust me, I'm a bot - repercussions of chatbot disclosure in different service frontline settings", Journal of Service Management. https://doi.org/10.1108/JOSM-10-2020-0380
Contact:
Nika Mozafari, MSc
University of Göttingen
Marketing and Innovation Management
Platz der Göttinger Sieben 3, 37073 Göttingen, Germany
Tel: +49 (0) 551 39-39-26546
Email: nika.mozafari@wiwi.uni-goettingen.de
[Attachments] See images for this press release:
ELSE PRESS RELEASES FROM THIS DATE:
2021-07-14
HOUSTON - The University of Texas MD Anderson Cancer Center's Research Highlights provides a glimpse into recently published studies in basic, translational and clinical cancer research from MD Anderson experts. Current advances include a promising combination therapy for acute myeloid leukemia, understanding mechanisms driving resistance to PARP inhibitors, a therapeutic neoantigen vaccine to treat lung cancer, a novel treatment for triple-negative breast cancer and a new understanding of how telomeres may drive inflammatory bowel disease.
Combination therapy shows promise in mouse models of acute myeloid leukemia
Acute ...
2021-07-14
When a hurricane threatens to make landfall, forecasters offer a barrage of informational tools to communicate the risk of it coming through coastal and inland communities, so residents can prepare for its impact. Chief among these tools is the "cone of uncertainty" - a visual depiction of the storm's potential path.
But is the cone doing its job? Studies show that people often misinterpret this popular weather graphic. They don't understand the information it's conveying: the likely path of a storm, and its likelihood to deviate from that path based on historical data. The graphic ...
2021-07-14
Americans tend to be far more consumed with national politics than with local politics. As places like Utah, Arizona, Michigan and Maryland gear up to hold local elections this summer and fall, history predicts that they will see an average of 29-37% fewer voters than they would were their elections held "on cycle," in tandem with state and federal elections.
This apparent indifference to local policies can have serious consequences, according to BYU research recently published in the American Political Science Review.
The study found that local governments formed in "off-cycle" years (like 2021) are less responsive to the majority's preferences and more responsive instead to organized interest groups, particularly when the interest groups' desires oppose those of ...
2021-07-14
Lessons from Primary Care and Behavioral Health Integration Should Inform Health Care Practices to Identify and Address Patients' Social, Economic Needs
Although interest is accelerating around addressing patients' social and economic needs, effective and sustainable strategies for integrating social care practices into health care delivery have not yet been identified. This paper synthesizes learnings from primary care and behavioral health care integration and translates them into organizing principles with the goal of advancing social care integration practices ...
2021-07-14
Heart attack, or myocardial infarction, is one of the leading causes of death worldwide. Although modern surgical techniques, diagnostics and medications have greatly improved early survival from these events, many patients struggle with the long-term effects of permanently damaged tissue, and the 5-year mortality rate remains high. Now, researchers reporting in ACS Nano have developed a minimally invasive exosome spray that helped repair rat hearts after myocardial infarction.
Scientists have explored using stem cell therapy as a way to regrow tissue after a heart attack. But introducing stem cells directly to the heart can be risky because they could trigger an immune response or grow uncontrollably, resulting in a tumor. Therefore, researchers have tried ...
2021-07-14
Approximately 642 million people are expected to be diagnosed with diabetes by 2040, with Asians representing more than 55% of cases. Researchers conducted the first large-scale study since the implementation of medical insurance in China to evaluate the complexity and cost of drug therapy for Asian people with diabetes. They used available treatment records from Beijing's medical insurance bureau from 2016 to 2018 and looked at five outcomes, including: 1) quantity of outpatient medications, 2) number of co-morbidities diagnosed, 3) estimated annual cost of the outpatient drug regimen, 4) drug therapy strategies for diabetic patients and 5) the most commonly ...
2021-07-14
Summertime is here, and that often means long, lazy days at the beach, water skiing and swimming. Life jackets and swimsuits are essential gear for these activities, but if not dried thoroughly, they can develop a gross, musty smell. Now, researchers reporting in ACS Applied Materials & Interfaces have developed a one-step method to create a buoyant cotton fabric for these applications that is also oil- and water-repellant. Watch a video of the fabric here.
Waterproof and oil-proof fabrics are in high demand for recreational water activities because of their low drag and self-cleaning properties. And while cotton is a popular fabric, it's hydrophilic, so most liquids and dirt can easily mess it ...
2021-07-14
Given the aging world population, there is international interest in helping older people live longer and healthier lives. Avoiding unplanned hospital admissions is an important aspect of care for older people. Palapar et al focused on the way primary care practice characteristics influence outcomes such as unplanned hospitalizations, function and well-being. They investigated the variability in older people's outcomes by primary care physician and practice characteristics in New Zealand and the Netherlands. Findings revealed that none of the physician or practice characteristics ...
2021-07-14
More than 40% of physicians in the United States reported at least one symptom of burnout, which is particularly high among family physicians. This study examined a nationally-representative sample of family physicians to determine whether physician race-ethnicity was associated with burnout among a nationally-representative sample of family physicians. Of the 3,0916 physicians studied, 450 (15%) were from racial-ethnic groups underrepresented in medicine (UIM), which include Blacks/African Americans, Hispanics/Latinos, American Indians and Pacific Islanders who together comprise 30-35% of the general population yet account for only 12.4% of family physicians. The study findings support the researchers' hypothesis ...
2021-07-14
Drs. Alicia Cohen and Emilia De Marchis provide commentary on three articles in this issue of Annals of Family Medicine, specifically Greenwood-Ericksen et al's research on Michigan's Federally Qualified Health Centers; Hoeft et al's special report about translating lessons learned from behavioral health integration into the social care realm; and Fessler et al's narrative about how they as medical students stepped away from their medical clerkships to act as community volunteers for people experiencing homelessness during the COVID-19 pandemic. All three articles serve as a timely call to action, reminding those in health care that work remains to meet the needs of patients, particularly in screening for and intervening on identified social risks. The urgency of this work has only been ...
LAST 30 PRESS RELEASES:
[Press-News.org] Trust me, I'm a chatbot
Göttingen University researchers investigate effect of non-human conversation partners in customer services
