人工智能聊天机器人的推是否能说服客户? 基于阐述概率模型的分析反应
Xiaoyi Zhang1, Angelina Lilac Chen2, Xinyang Piao3
1College of Liberal Arts and Science, University of Illinois Urbana-Champaign, 702 S. Wright St., MC-448, Urbana, 61801, IL, USA.
Acta psychologica
|October 2, 2024
概括
人工智能 (AI) 聊天机器人通过可靠的建议建立信任,减少用户自我威胁,从而影响在线购物. 这鼓励在电子商务中更多地采用AI聊天机器人的决策.
科学领域:
- 信息系统信息系统信息系统
- 消费者行为 消费者行为
- 人工智能的人工智能
背景情况:
- 虽然电子商务中的AI受到越来越多的关注,但专门研究AI聊天机器人的研究是有限的.
- 了解消费者对人工智能聊天机器人建议的采用对于电子商务发展至关重要.
研究的目的:
- 评估AI聊天机器人如何说服用户在网上购物中采用他们的建议.
- 为影响消费者准备采用AI聊天机器人建议的因素提供一个框架.
主要方法:
- 利用阐述概率理论来开发一个分析框架.
- 收集了来自411名中国AI聊天机器人消费者的问卷数据.
主要成果:
- 聊天机器人推的可靠性和准确性对人工智能技术的信任产生了积极的影响,并降低了对自我威胁的感知.
- 人工智能技术的信任与采用意图正相关,而感知到的自我威胁与负相关.
- 被认为的对话质量调节了这些关系,加强了信任,削弱了自我威胁的影响.
结论:
- 人工智能聊天机器人的可信度和感知到的安全性是电子商务中采用意向的关键驱动因素.
- 提高聊天机器人对话和可靠性可以显著提高消费者信任和愿意采用AI建议的意愿.
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