基于人工智能的聊天机器人在对话商务中及其对产品和价格感知的影响
Justina Sidlauskiene1, Yannick Joye2, Vilte Auruskeviciene1
1ISM University of Management and Economics, Gedimino Ave. 7, LT-01103 Vilnius, Lithuania.
概括
人形聊天机器人增强对产品的个性化感知,特别是当消费者感到处境孤独时. 这种互动影响了人们在网上购物中愿意为产品支付更多的费用.
科学领域:
- 消费者行为 消费者行为
- 人工智能的人工智能
- 人与计算机的交互
背景情况:
- 由自然语言处理 (NLP) 驱动的AI驱动的聊天机器人正在改变电子商务.
- 消费者往往更喜欢人与人之间的互动,而不是聊天机器人,认为它们是无人性的.
- 聊天机器人人类化对消费者支付意愿的影响未得到充分研究.
研究的目的:
- 研究人工智能聊天机器人中的人类形态语言线索如何影响感知到的产品个性化.
- 检查情境孤独在这种关系中的缓和作用.
- 为了确定人类形象主义和孤独对愿意支付更高价格的对话商业的影响.
主要方法:
- 进行了一次预测 (N=135) 和两次在线实验 (N=180,N=237).
- 参与者与AI聊天机器人进行了互动,这些机器人具有不同程度的人类形象.
- 分析数据以评估对感知个性化和支付意愿的影响.
主要成果:
- 人类形象主义对感知到的产品个性化有积极的影响.
- 情境孤独缓解了人类形态主义对个性化的影响.
- 人类形象主义和情境孤独之间的相互作用会影响人们愿意付出更高的代价.
结论:
- 设计人形聊天机器人可以在对话商务中增强个性化.
- 了解消费者孤独感对于优化聊天机器人交互至关重要.
- 调查结果为人工智能驱动的聊天机器人应用程序提供了个性化的建议和定价策略.
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