An Investigation of Domain-based Social Influence on ChatGPT-Related Twitter Data

2023 | International Conference on Information Systems | Citations: 0

Authors: Ahangama, Supunmali

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Topics: Twitter social influence social media social identity robotic

Methods: chatGPT sentiment analysis multiple linear regression term frequency–inverse document frequency NLTK

Accepting the Familiar: The Effect of Perceived Similarity with AI Agents on Intention to Use and the Mediating Effect of IT Identity

2023 | HICSS | Citations: 0

Authors: Alawi, N.; De Vreede, T.; De Vreede, G.

Abstract: With the rise and integration of AI technologies within organizations, our unde ... Expand

Abstract: With the rise and integration of AI technologies within organizations, our understanding of the impact of this technology on individuals remains limited. Although the IS use literature provides important guidance for organization to increase employees' willingness to work with new technology, the utilitarian view of prior IS use research limits its application considering the new evolving social interaction between humans and AI agents. We contribute to the IS use literature by implementing a social view to understand the impact of AI agents on an individual's perception and behavior. By focusing on the main design dimensions of AI agents, we propose a framework that utilizes social psychology theories to explain the impact of those design dimensions on individuals. Specifically, we build on Similarity Attraction Theory to propose an AI similarity-continuance model that aims to explain how similarity with AI agents influence individuals' IT identity and intention to continue working with it. Through an online brainstorming experiment, we found that similarity with AI agents indeed has a positive impact on IT identity and on the intention to continue working with the AI agent. Collapse

Topics: artificial intelligence usage intention behavioral intention brainstorming usability

Methods: chatbot experiment survey descriptive statistic statistical hypothesis test

Theories: social psychology theory

Towards Hybrid Architectures: Integrating Large Language Models in Informative Chatbots

2023 | International Conference on Business Informatics | Citations: 0

Authors: Arz von Straussenburg, Arnold F.; Wolters, Anna

Abstract: Informative chatbots embedded in an organization-specific context can provide a ... Expand

Abstract: Informative chatbots embedded in an organization-specific context can provide a reliable, interactive, and engaging source of information for users. However, traditional chatbot techniques have limitations in processing and understanding user input and generating human-like responses. On the other hand, the latest implementations of large language models show promising results in these domains but have limitations in providing accurate and up-to-date facts from domain-specific knowledge bases. With the advent of popular chatbots like Chat-GPT, they are increasingly becoming part of organizations' digital infrastructure. In this research-in-progress paper, we argue that the strengths and weaknesses of traditional techniques and large language models are complementary. Therefore, we propose a hybrid chatbot architecture that utilizes inter-agent communication to compensate for disadvantages while enhancing the chatbot's abilities, as perceived by the user. This approach will form the basis for development and evaluation using Design Science Research (DSR) as part of our research. Collapse

Topics: information retrieval user experience

Methods: chatbot design artifact design science NLP method large language model

Designing a conversational AI agent: Framework combining customer experience management, personalization, and AI in service techniques

2023 | HICSS | Citations: 0

Authors: Blümel, J.; Jha, G.

Abstract: Conversational AI agents are fundamentally changing how firms are delivering se ... Expand

Abstract: Conversational AI agents are fundamentally changing how firms are delivering service to their customers. The rapid advancement of technology and ready tools means that deploying a conversational AI agent has become far simpler than ever imagined. However, customers remain unsatisfied with their experience and firms are unable to demonstrate value of conversational AI agents. Drawing on the theoretical notions of customer experience (CX) management, personalization, and AI in service, we develop a framework to design conversational AI agents. We propose a six-stage iterative design for conversational AI agents that begins with sensing customer intent, adapting to journey context, assigning tone to the conversation, delegating to humans, orchestrating processes to service requests and training of AI agents to adaptively improve and loopback into prior design stages. Additionally, we recognize that firms need to holistically qualify and allocate service requests to such conversational AI agents based on the firm's purpose and CX strategy. Collapse

Topics: artificial intelligence usability personalization conversational agent Amazon Alexa

Methods: chatbot natural language processing literature study

Introduction to the Minitrack on Personal Health and Wellness Management with Technologies

2023 | HICSS | Citations: 0

Authors: Bodendorf, Freimut; Wickramasinghe, Nilmini; Ma, Tuan Huy

Abstract: For ten years now this minitrack has been home to a persistent and growing comm ... Expand

Abstract: For ten years now this minitrack has been home to a persistent and growing community of academic researchers and healthcare professionals who are interested in the possibilities of innovative technologies and IT support for individual health and wellness. It is highly interdisciplinary and brings together IT solutions, medical impacts, and business value. It also brings together theory and practice by presenting scientific concepts and methods as well as empirical investigations and case studies. We will continue to anticipate future potentials of actual trends like artificial intelligence, socio-technical environments as well as health ecosystems and platforms. Collapse

Topics: analytical information system extended reality health information system

Methods: natural language processing chatbot

STAY WITH ME - CONVERSATIONAL CHURN PREVENTION IN DIGITAL SUBSCRIPTION SERVICE

2023 | European Conference On Information Systems | Citations: 0

Authors: Benner, Dennis; Schöbel, Sofia

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Topics: digital service usage intention ease of use business-to-consumer business-to-business

Methods: qualitative interview design artifact experimental group survey experiment

Theories: technology acceptance model

The Paradoxical Role of Humanness in Aggression Toward Conversational Agents

2023 | Journal of Management Information Systems | Citations: 0

Authors: Brendel, Alfred Benedikt; Hildebrandt, Fabian; Dennis, Alan R.; Riquel, Johannes

Abstract: Conversational Agents (CAs) are becoming part of our everyday lives. About 10 pe ... Expand

Abstract: Conversational Agents (CAs) are becoming part of our everyday lives. About 10 percent of users display aggressive behavior toward CAs, such as swearing at them when they produce errors. We conducted two online experiments to understand user aggression toward CAs better. In the first experiment, 175 participants used either a humanlike CA or a non-humanlike CA. Both CAs worked without errors, and we observed no increased frustration or user aggression. The second experiment (with 201 participants) was the focus of this study; in it, both CAs produce a series of errors. The results show that frustration with errors drives aggression, and users with higher impulsivity are more likely to become aggressive when frustrated. The results also suggest that there are three pathways by which perceived humanness influences users' aggression to CAs. First, perceived humanness directly increases the frustration with the CA when it produces errors. Second, perceived humanness increases service satisfaction which in turn reduces frustration. Third, perceived humanness influences the nature of aggression when users become frustrated (i.e., users are less likely to use highly offensive words with a more humanlike CA). Our research contributes to our theoretical understanding of the role of anthropomorphism in the interaction with machines, showing that designing a CA to be more humanlike is a double-edged sword—both increasing and decreasing the frustration that leads to aggression—and also a means to reduce the most severe aggression. Collapse

Topics: Wikipedia user behavior ease of use electronic mail personality

Methods: experiment theory development statistical hypothesis test chatbot SEM tool

Theories: social response theory

Understanding Emojis for Financial Sentiment Analysis

2023 | International Conference on Information Systems | Citations: 0

Authors: Chen, Siyi; Xing, Frank

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Topics: application programming interface social media website cryptocurrency Python

Methods: sentiment analysis machine learning BERT deep learning experiment

Prototyping AI-Powered Social Innovation in an Undergraduate MIS course

2023 | International Conference on Information Systems | Citations: 0

Authors: Chen, Yu; Albert, Leslie; Macias, Heather

Abstract: While implementing with caution, Artificial Intelligence (AI) holds potential t ... Expand

Abstract: While implementing with caution, Artificial Intelligence (AI) holds potential to help nations address pressing social issues, such as homelessness, climate change, and healthcare accessibility. With the existing and potential economic and social benefits of AI, it is crucial to integrate AI learning in undergraduate education. This paper presents the preliminary findings of a course project that engages students to learn AI by prototyping solutions to address important social issues in their communities among 120 undergraduate MIS students. Students worked in groups and developed chatbots that addressed a variety of community issues during . A survey study shows students' enhanced understanding and mastery of AI concepts and applications, empowerment of contributing to their communities through AI innovation, and an emerging awareness of diversity, equity, and ethical issues in the community and AI technologies. We conclude with implications of learning AI, innovation, and ethics through the lens of AI for social good. Collapse

Topics: artificial intelligence design thinking societal evaluation criteria innovation management responsible artificial intelligence

Methods: design methodology survey chatbot personal interview design artifact

Artificial Intelligence (AI) Student Assistants in the Classroom: Designing Chatbots to Support Student Success

2023 | Information Systems Frontiers | Citations: 1

Authors: Chen, Yu; Jensen, Scott; Albert, Leslie J.; Gupta, Sambhav; Lee, Terri

Abstract: In higher education, low teacher-student ratios can make it difficult for studen ... Expand

Abstract: In higher education, low teacher-student ratios can make it difficult for students to receive immediate and interactive help. Chatbots, increasingly used in various scenarios such as customer service, work productivity, and healthcare, might be one way of helping instructors better meet student needs. However, few empirical studies in the field of Information Systems (IS) have investigated pedagogical chatbot efficacy in higher education and fewer still discuss their potential challenges and drawbacks. In this research we address this gap in the IS literature by exploring the opportunities, challenges, efficacy, and ethical concerns of using chatbots as pedagogical tools in business education. In this two study project, we conducted a chatbot-guided interview with 215 undergraduate students to understand student attitudes regarding the potential benefits and challenges of using chatbots as intelligent student assistants. Our findings revealed the potential for chatbots to help students learn basic content in a responsive, interactive, and confidential way. Findings also provided insights into student learning needs which we then used to design and develop a new, experimental chatbot assistant to teach basic AI concepts to 195 students. Results of this second study suggest chatbots can be engaging and responsive conversational learning tools for teaching basic concepts and for providing educational resources. Herein, we provide the results of both studies and discuss possible promising opportunities and ethical implications of using chatbots to support inclusive learning. Collapse

Topics: artificial intelligence IT career anonymity user experience accounting

Methods: chatbot survey qualitative interview personal interview machine learning