Human-like communication in conversational agents: a literature review and research agenda

Author:

Van Pinxteren Michelle M.E.,Pluymaekers Mark,Lemmink Jos G.A.M.

Abstract

PurposeConversational agents (chatbots, avatars and robots) are increasingly substituting human employees in service encounters. Their presence offers many potential benefits, but customers are reluctant to engage with them. A possible explanation is that conversational agents do not make optimal use of communicative behaviors that enhance relational outcomes. The purpose of this paper is to identify which human-like communicative behaviors used by conversational agents have positive effects on relational outcomes and which additional behaviors could be investigated in future research.Design/methodology/approachThis paper presents a systematic review of 61 articles that investigated the effects of communicative behaviors used by conversational agents on relational outcomes. A taxonomy is created of all behaviors investigated in these studies, and a research agenda is constructed on the basis of an analysis of their effects and a comparison with the literature on human-to-human service encounters.FindingsThe communicative behaviors can be classified along two dimensions: modality (verbal, nonverbal, appearance) and footing (similarity, responsiveness). Regarding the research agenda, it is noteworthy that some categories of behaviors show mixed results and some behaviors that are effective in human-to-human interactions have not yet been investigated in conversational agents.Practical implicationsBy identifying potentially effective communicative behaviors in conversational agents, this study assists managers in optimizing encounters between conversational agents and customers.Originality/valueThis is the first study that develops a taxonomy of communicative behaviors in conversational agents and uses it to identify avenues for future research.

Publisher

Emerald

Subject

Strategy and Management,Tourism, Leisure and Hospitality Management,Business, Management and Accounting (miscellaneous)

Reference134 articles.

1. Regular issue paper: customer experience from a self-service system perspective;Journal of Service Management,2014

2. The use of pledges to build and sustain commitment in distribution channels;Journal of Marketing Research,1992

3. Digital chameleons: automatic assimilation of nonverbal gestures in immersive virtual environments;Psychological Science,2005

4. Bainbridge, W.A., Hart, J., Kim, E.S. and Scassellati, B. (2008) *, “The effect of presence on human-robot interaction”, RO-MAN 2008 - the 17th IEEE International Symposium on Robot and Human Interactive Communication, IEEE, pp. 701-706.

5. Shall we talk? Conversing with humans and robots;The Information Society,2015

Cited by 138 articles. 订阅此论文施引文献 订阅此论文施引文献,注册后可以免费订阅5篇论文的施引文献,订阅后可以查看论文全部施引文献

同舟云学术

1.学者识别学者识别

2.学术分析学术分析

3.人才评估人才评估

"同舟云学术"是以全球学者为主线,采集、加工和组织学术论文而形成的新型学术文献查询和分析系统,可以对全球学者进行文献检索和人才价值评估。用户可以通过关注某些学科领域的顶尖人物而持续追踪该领域的学科进展和研究前沿。经过近期的数据扩容,当前同舟云学术共收录了国内外主流学术期刊6万余种,收集的期刊论文及会议论文总量共计约1.5亿篇,并以每天添加12000余篇中外论文的速度递增。我们也可以为用户提供个性化、定制化的学者数据。欢迎来电咨询!咨询电话:010-8811{复制后删除}0370

www.globalauthorid.com

TOP

Copyright © 2019-2024 北京同舟云网络信息技术有限公司
京公网安备11010802033243号  京ICP备18003416号-3