16,575 research outputs found
An investigation on the impact of natural language on conversational recommendations
In this paper, we investigate the combination of Virtual Assistants and Conversational Recommender Systems (CoRSs) by designing and implementing a framework named ConveRSE, for building chatbots that can recommend items from different domains and interact with the user through natural language. An user experiment was carried out to understand how natural language influences both the cost of interaction and recommendation accuracy of a CoRS. Experimental results show that natural language can indeed improve user experience, but some critical aspects of the interaction should be mitigated appropriately
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An integrated framework to classify healthcare virtual communities
Healthcare (HC) strives to improve service quality through its cost-effective social computing strategy. However, sudden rise in the count of virtual community of practices (VCoPs) introduced many choices for physicians; As a result, it is not surprising to observe current literature reporting lack of study to investigate ideas integration within and between VCoPs. VCoPs need to be categorized for HC physicians so they will be able to pin-point effective a VC to attain assistance from. This paper is one of the first investigative studies, in HC sector, that proposed a framework to classify and pin-point appropriate VCoPs, for physicians, after it reviewed and analyzed traditional and up-to-date theoretical, empirical and case study literature in the area of social computing, knowledge management (KM) and VCoPs. The implementation of this framework pinpointed professional VCoPs as most appropriate for physicians based on strict requirements, i.e. closed physician communities holding many participants, which are older than 5 years with high boundary crossing. This framework is also a âone-size-fit-allâ formula to build an organizational VCoP, utilizable by other business sectors
The impact of social virtual presence agents and content-based product recommendation system on on-line customer purchase intention
The appearance of the digital market came as turning point factor, obligating companies
to maintain the relationship with consumers by improving and keeping a high
technological innovativeness on-line overall experience. The lack of studies on
antropomorphization of virtual voice assistances chatbot and the possibilities, yet to be
found, on customized product recommendation system variation integration, brought
the author to this study. The aim of this research is to investigate the effects of using
two different chatbot social virtual presences interactions: with a fully pre-recorded
computed personification agent versus with a pre-recorded human social virtual agent;
and also understand how having a customized content-based product recommendation
system can influence the consumers purchase intention at on-line shopping framework.
An on-line platform was developed, recreating a possible virtual store interaction, and
the core data was treated using a PLS-SEM model. The results indicate that Human
Social Virtual Presence Agent, while assisting the shoppers, have a larger model
positive effect on Intellectual stimulus and Hedonic Benefits than a computed
personification Agent. This might be explained by the fact that computed imagery and
sound Agent was perceived with some amount of emotional creepiness by the
participants. Also, recommendation system presence is impacting customers purchase
intention on a positive way when compared with not using recommendation system.
Thus, this study shows how relevant social interactions are for the customers, especially
when done by a human, and how recommendation system has an impact on customers
purchase intention.Com o aparecimento do mercado "on-line", as empresas que quiseram manter uma
relação de qualidade com os seus clientes, tiveram de investir no desenvolvimento de
uma experiĂȘncia de utilizador de qualidade e manter um olhar atento na inovação. A
falta de estudos relativos à antropomorfização em "chatbots" virtuais e as possibilidades,
ainda por descobrir, do sistema de recomendação de produtos à medida de cada
utilizador, trouxeram o autor ao tema deste estudo. O seu objetivo Ă© investigar os efeitos
de dois tipos de presença social em "chatbots": uma presença virtual computada versus
uma presença virtual humana; e como o sistema de recomendação de produtos à medida
de cada utilizador influencia a intenção de compra dos consumidores nas lojas "on-line".
Para tal, foi desenvolvida uma plataforma "on-line", recriando uma possĂvel interação em
loja virtual. Os dados foram tratados utilizando o modelo PLS-SEM. Os resultados
indicam que a presença social virtual feita por um agente humano melhora
substancialmente o estĂmulo intelectual feito pela marca e os seus benefĂcios hedĂłnicos,
quando comparado com um agente virtual computado. Tal resultado pode ser explicado
pelo facto dos participantes que interagiram com um agente computado sentirem um
maior valor de "creepiness". Considerando que a utilização do sistema de recomendação
de produtos tem forte impacto na intenção de comprar do consumidor, este estudo
mostra-se relevante ao salientar a importùncia da presença social nas lojas "on-line",
especialmente quando o agente Ă© humano
Impact of the virtual assistant's interactive dimensions in the Portuguese young adults' customer experience expectations and patronage intentions, in the retail context
Throughout the times it has been witnessed a continuous evolution in the way people make
business transactions, across sectors. This has been highly influenced by technological
developments and the constant need for companies to adjust to their clientsâ needs and
expectations. The retail sector has been no exception, evolving alongside innovation, and
adapting to new trends. One of its results is the emergence of conversational commerce, a new
form of commerce that combines the trend of communicating via instant messages and the use
of artificial intelligence, introducing virtual assistants to the retail context.
The aim of this study is to better understand the potentialities virtual assistants have in the
Portuguese retail context, amongst young adults. By identifying which of the dimensions of the
interaction with a retailer virtual assistant - "Cognitive Perception, Affective Engagement, and
Communication Quality" - have a significant impact on the expectation users create towards their
customer experience and how this is determinant to their patronage intentions towards the
retailer. A quantitative methodology was used to perform this investigation, with the
development of an introductory chatbot and an online survey, completed by 385 individuals
(Portuguese young adults, with ages ranging from 18 to 35, and that had access to the Facebook
Messenger app).
The Customer Experience Expectation was proven to have a significant impact on the
respondent' patronage intentions towards the virtual assistant and the retailer. However, only
the cognitive dimension of the virtual assistant was confirmed to significantly impact the
expectations on the customer experienceAo longo dos tempos, tem-se vindo a testemunhar uma evolução na forma como o comércio é
feito nos vĂĄrios setores de atividade. As empresas tĂȘm de se reinventar constantemente para
satisfazer as necessidades e expectativas dos consumidores, que resultam dos avanços
tecnolĂłgicos. O mesmo acontece no setor do Retalho, que tem vindo a inovar, acompanhando
a tecnologia e as tendĂȘncias dos consumidores. Um exemplo disto Ă© o aparecimento da uma
nova forma de comĂ©rcio, o comĂ©rcio conversacional. Este combina a tendĂȘncia de comunicação
via mensagens instantĂąneas com o desenvolvimento da inteligĂȘncia artificial, introduzindo
assistentes virtuais neste setor.
O principal objetivo deste estudo prende-se com a investigação do impacto que a
inclusĂŁo de um assistente virtual teria no setor do retalho interagindo com os jovens adultos
portugueses. Para tal, procurou identificar-se quais as dimensÔes da interação com um
assistente virtual - cognitiva, afetiva e comunicativa - que influenciariam as expectativas
relativas Ă experiĂȘncia de compra e consequentemente as intençÔes de uso e compra dos
consumidores. Para a investigação foi utilizada uma metodologia quantitativa, com a criação
de um "chatbot" informativo e de um questionĂĄrio "online", ao qual responderam 385 portugueses
com idades desde os 18 até aos 35 anos, com acesso ao Facebook Messenger.
Neste estudo foi provado que as expectativas dos consumidores em relação Ă
experiĂȘncia de compra influenciam as suas intençÔes de uso (assistente virtual) e compra
(retalhista). No entanto, apenas a dimensĂŁo cognitiva mostrou ter um impacto significativo na
criação de expectativas relativas Ă experiĂȘncia de compra
Explainable Artificial Intelligence (XAI) from a user perspective- A synthesis of prior literature and problematizing avenues for future research
The final search query for the Systematic Literature Review (SLR) was
conducted on 15th July 2022. Initially, we extracted 1707 journal and
conference articles from the Scopus and Web of Science databases. Inclusion and
exclusion criteria were then applied, and 58 articles were selected for the
SLR. The findings show four dimensions that shape the AI explanation, which are
format (explanation representation format), completeness (explanation should
contain all required information, including the supplementary information),
accuracy (information regarding the accuracy of the explanation), and currency
(explanation should contain recent information). Moreover, along with the
automatic representation of the explanation, the users can request additional
information if needed. We have also found five dimensions of XAI effects:
trust, transparency, understandability, usability, and fairness. In addition,
we investigated current knowledge from selected articles to problematize future
research agendas as research questions along with possible research paths.
Consequently, a comprehensive framework of XAI and its possible effects on user
behavior has been developed
Perceived creepiness in response to smart home assistants: A multi-method study
Smart home assistants (SHAs) have gained a foothold in many households. Although SHAs have many beneficial capabilities, they also have characteristics that are colloquially described as creepy â a fact that may deter potential users from adopting and utilizing them. Previous research has examined SHAs neither from the perspective of resistance nor the perspective of creepiness. The present research addresses this gap and adopts a multi-method research design with four sequential studies. Study 1 serves as a pre-study and provides initial exploratory insights into the concept of creepiness in the context of SHAs. Study 2 focuses on developing a measurement instrument to assess perceived creepiness. Study 3 uses an online experiment to test the nomological validity of the construct of creepiness in a larger conceptual model. Study 4 further elucidates the underlying behavioral dynamics using focus group analysis. The findings contribute to the literature on the dark side of smart technology by analyzing the triggers and mechanisms underlying perceived creepiness as a novel inhibitor to SHAs. In addition, this study provides actionable design recommendations that allow practitioners to mitigate end usersâ potential perceptions of creepiness associated with SHAs and similar smart technologies
Conversational Agents in Education â A Systematic Literature Review
Conversational Agents (CAs) are widely spread in a variety of domains, such as health and customer service. There is a recent trend of increasing publications and implementations of CAs in education. We conduct a systematic literature review to identify common methodologies, pedagogical CA roles, addressed target groups, the technologies and theories behind, as well as human-like design aspects. The initially found 3329 records were systematically reduced to 252 fully coded articles. Based on the analysis of the codings, we derive further research streams. Our results reveal a research gap for long-term studies on the use of CAs in education, and there is insufficient holistic design knowledge for pedagogical CAs. Moreover, target groups other than academic students are rarely considered. We condense our findings in a morphological box and conclude that pedagogical CAs have not yet reached their full potential of long-term practical application in education
Are You Trying to Be Funny? The Impact of Affiliative Humor of Smart Home Technologies on Human-Like Trust
Smart home technologies (SHTs) perform tasks in the most intimate areas of life and therefore require blind user trust from the start. To build this trust, vendors often rely on creating human-like interactions with devices, such as by incorporating humor. Although humor in SHTs is becoming more advanced, e.g., through advanced joke selection algorithms, its actual impact is largely unexplored. In this work, we address this gap and study the impact of affiliative humor as a human-like characteristic on perceived social presence and initial trust in SHTs. To this end, we conducted a vignette-based experiment with potential users (N=63). Our results contribute by uncovering the mechanisms underlying humor as a trust-building characteristic in SHTs. Moreover, in this way, we also provide important insights for the design and communication of SHTs, which can be valuable for vendors to foster perceived human-likeness and thus initial user trust in smart technologies
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