Summary of Exploring Consumers Response to Text-based Chatbots in E-commerce: the Moderating Role Of Task Complexity and Chatbot Disclosure, by Xusen Cheng et al.
Exploring consumers response to text-based chatbots in e-commerce: The moderating role of task complexity and chatbot disclosure
by Xusen Cheng, Ying Bao, Alex Zarifis, Wankun Gong, Jian Mou
First submitted to arxiv on: 20 Jan 2024
Categories
- Main: Artificial Intelligence (cs.AI)
- Secondary: None
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| Summary difficulty | Written by | Summary |
|---|---|---|
| High | Paper authors | High Difficulty Summary Read the original abstract here |
| Medium | GrooveSquid.com (original content) | Medium Difficulty Summary As AI-powered chatbots revolutionize e-commerce, this study delves into the intricacies of consumer trust and response to text-based chatbots. The researchers surveyed 299 participants to investigate how task complexity and chatbot identity disclosure impact consumers’ perceptions. The findings indicate that empathy and friendliness positively influence trust, while task complexity and chatbot identity disclosure moderate these relationships. Moreover, consumers’ trust in the chatbot increases their reliance on it and decreases resistance to future interactions. This study sheds light on consumer perception and response to text-based chatbots, offering insights into how businesses can optimize their chatbot strategies. |
| Low | GrooveSquid.com (original content) | Low Difficulty Summary Chatbots are changing the way we shop online! Scientists wanted to know why some people trust these helpful robots more than others. They asked 299 people questions about their feelings towards a chatbot that helps you buy things online. The answers showed that if the chatbot is nice and friendly, people are more likely to trust it. But if the task at hand is too hard or complicated, even a friendly chatbot might not be enough. Additionally, when people know that a human is behind the chatbot, they tend to trust it more. This study helps us understand how we respond to these helpful robots and what businesses can do to make them work better. |
