Anthropomorphizing IQ and EQ of Chatbots for Service Recovery-The Role of Deception and Smooth Talk on Chatbot Aversion

Huiyu Liu; Ran Tan; Qian Huang; Kwok On Matthew Lee; Shuqin Zhang; Linhan Wu

Anthropomorphizing IQ and EQ of Chatbots for Service Recovery-The Role of Deception and Smooth Talk on Chatbot Aversion

Huiyu Liu, Ran Tan, Qian Huang, Kwok On Matthew Lee, Shuqin Zhang, Linhan Wu

Department of Information Systems

Research output: Chapters, Conference Papers, Creative and Literary Works › RGC 32 - Refereed conference paper (with host publication) › peer-review

3 Citations (Scopus)

Abstract

Despite the rapid development of Artificial Intelligence (AI), AI-based chatbots cannot avoid service failure, which stimulates chatbot aversion in users. Practically, anthropomorphizing IQ or EQ is widely employed to improve user experience and mitigate chatbot aversion. In terms of chatbot IQ, deception is benchmarking intelligence, which means when encountering unknown problems, chatbots use available information to generate an answer. When it comes to chatbot EQ, smooth talk is a typical strategy where the charming and flattering words of chatbots soothe users' possible negative emotions in service failure. Drawing on the Uncanny Valley Effect, we propose the impacts of chatbot deception and smooth talk on user aversion via perceived affinity and eeriness. An online experiment is scheduled to test the research model. Chatbots with(out) deception and smooth talk have been designed, and a pilot study was conducted to confirm the effective manipulation. © 2024 International Conference on Information Systems. All Rights Reserved.

Original language	English
Title of host publication	ICIS 2024 Proceedings
Publisher	Association for Information Systems
Number of pages	9
ISBN (Print)	9781958200131
Publication status	Published - Dec 2024
Event	45th International Conference on Information Systems (ICIS 2024): Digital Platforms for Emerging Societies - Bangkok, Thailand Duration: 15 Dec 2024 → 18 Dec 2024 https://icis2024.aisconferences.org/

Publication series

Name	International Conference on Information Systems, ICIS

Conference

Conference	45th International Conference on Information Systems (ICIS 2024)
Abbreviated title	ICIS2024
Place	Thailand
City	Bangkok
Period	15/12/24 → 18/12/24
Internet address	https://icis2024.aisconferences.org/

Bibliographical note

Full text of this publication does not contain sufficient affiliation information. With consent from the author(s) concerned, the Research Unit(s) information for this record is based on the existing academic department affiliation of the author(s).

Funding

This work was supported by the National Natural Science Foundation of China (NSFC: 72272139 and 72332007).

Research Keywords

Chatbot
deception
service failure
smooth talk
uncanny valley effect

Access Output

https://aisel.aisnet.org/icis2024/soc_impactIS/soc_impactIS/4/

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Liu, H., Tan, R., Huang, Q., Lee, K. O. M., Zhang, S., & Wu, L. (2024). Anthropomorphizing IQ and EQ of Chatbots for Service Recovery-The Role of Deception and Smooth Talk on Chatbot Aversion. In ICIS 2024 Proceedings Article 2128 (International Conference on Information Systems, ICIS). Association for Information Systems. https://aisel.aisnet.org/icis2024/soc_impactIS/soc_impactIS/4/

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title = "Anthropomorphizing IQ and EQ of Chatbots for Service Recovery-The Role of Deception and Smooth Talk on Chatbot Aversion",

abstract = "Despite the rapid development of Artificial Intelligence (AI), AI-based chatbots cannot avoid service failure, which stimulates chatbot aversion in users. Practically, anthropomorphizing IQ or EQ is widely employed to improve user experience and mitigate chatbot aversion. In terms of chatbot IQ, deception is benchmarking intelligence, which means when encountering unknown problems, chatbots use available information to generate an answer. When it comes to chatbot EQ, smooth talk is a typical strategy where the charming and flattering words of chatbots soothe users' possible negative emotions in service failure. Drawing on the Uncanny Valley Effect, we propose the impacts of chatbot deception and smooth talk on user aversion via perceived affinity and eeriness. An online experiment is scheduled to test the research model. Chatbots with(out) deception and smooth talk have been designed, and a pilot study was conducted to confirm the effective manipulation. {\textcopyright} 2024 International Conference on Information Systems. All Rights Reserved.",

keywords = "Chatbot, deception, service failure, smooth talk, uncanny valley effect",

author = "Huiyu Liu and Ran Tan and Qian Huang and Lee, {Kwok On Matthew} and Shuqin Zhang and Linhan Wu",

note = "Full text of this publication does not contain sufficient affiliation information. With consent from the author(s) concerned, the Research Unit(s) information for this record is based on the existing academic department affiliation of the author(s).; 45th International Conference on Information Systems (ICIS 2024) : Digital Platforms for Emerging Societies, ICIS2024 ; Conference date: 15-12-2024 Through 18-12-2024",

year = "2024",

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Liu, H, Tan, R, Huang, Q, Lee, KOM, Zhang, S & Wu, L 2024, Anthropomorphizing IQ and EQ of Chatbots for Service Recovery-The Role of Deception and Smooth Talk on Chatbot Aversion. in ICIS 2024 Proceedings., 2128, International Conference on Information Systems, ICIS, Association for Information Systems, 45th International Conference on Information Systems (ICIS 2024), Bangkok, Thailand, 15/12/24. <https://aisel.aisnet.org/icis2024/soc_impactIS/soc_impactIS/4/>

Anthropomorphizing IQ and EQ of Chatbots for Service Recovery-The Role of Deception and Smooth Talk on Chatbot Aversion. / Liu, Huiyu; Tan, Ran; Huang, Qian et al.
ICIS 2024 Proceedings. Association for Information Systems, 2024. 2128 (International Conference on Information Systems, ICIS).

Research output: Chapters, Conference Papers, Creative and Literary Works › RGC 32 - Refereed conference paper (with host publication) › peer-review

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T1 - Anthropomorphizing IQ and EQ of Chatbots for Service Recovery-The Role of Deception and Smooth Talk on Chatbot Aversion

AU - Liu, Huiyu

AU - Tan, Ran

AU - Huang, Qian

AU - Lee, Kwok On Matthew

AU - Zhang, Shuqin

AU - Wu, Linhan

N1 - Full text of this publication does not contain sufficient affiliation information. With consent from the author(s) concerned, the Research Unit(s) information for this record is based on the existing academic department affiliation of the author(s).

PY - 2024/12

Y1 - 2024/12

N2 - Despite the rapid development of Artificial Intelligence (AI), AI-based chatbots cannot avoid service failure, which stimulates chatbot aversion in users. Practically, anthropomorphizing IQ or EQ is widely employed to improve user experience and mitigate chatbot aversion. In terms of chatbot IQ, deception is benchmarking intelligence, which means when encountering unknown problems, chatbots use available information to generate an answer. When it comes to chatbot EQ, smooth talk is a typical strategy where the charming and flattering words of chatbots soothe users' possible negative emotions in service failure. Drawing on the Uncanny Valley Effect, we propose the impacts of chatbot deception and smooth talk on user aversion via perceived affinity and eeriness. An online experiment is scheduled to test the research model. Chatbots with(out) deception and smooth talk have been designed, and a pilot study was conducted to confirm the effective manipulation. © 2024 International Conference on Information Systems. All Rights Reserved.

AB - Despite the rapid development of Artificial Intelligence (AI), AI-based chatbots cannot avoid service failure, which stimulates chatbot aversion in users. Practically, anthropomorphizing IQ or EQ is widely employed to improve user experience and mitigate chatbot aversion. In terms of chatbot IQ, deception is benchmarking intelligence, which means when encountering unknown problems, chatbots use available information to generate an answer. When it comes to chatbot EQ, smooth talk is a typical strategy where the charming and flattering words of chatbots soothe users' possible negative emotions in service failure. Drawing on the Uncanny Valley Effect, we propose the impacts of chatbot deception and smooth talk on user aversion via perceived affinity and eeriness. An online experiment is scheduled to test the research model. Chatbots with(out) deception and smooth talk have been designed, and a pilot study was conducted to confirm the effective manipulation. © 2024 International Conference on Information Systems. All Rights Reserved.

KW - Chatbot

KW - deception

KW - service failure

KW - smooth talk

KW - uncanny valley effect

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M3 - RGC 32 - Refereed conference paper (with host publication)

SN - 9781958200131

T3 - International Conference on Information Systems, ICIS

BT - ICIS 2024 Proceedings

PB - Association for Information Systems

T2 - 45th International Conference on Information Systems (ICIS 2024)

Y2 - 15 December 2024 through 18 December 2024

ER -

Anthropomorphizing IQ and EQ of Chatbots for Service Recovery-The Role of Deception and Smooth Talk on Chatbot Aversion

Abstract

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Conference

Bibliographical note

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Research Keywords

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