Identity Disclosure and Anthropomorphism in Voice Chatbot Design: A Field Experiment

References

• Acimovic J, Parker C, Drake D, Balasubramanian K (2018) Show or tell? Improving agent decision making in a Tanzanian mobile money field experiment. HBS Working Paper 18-106, Harvard Business School, Boston.Google Scholar
• Bertrand M, Duflo E, Mullainathan S (2004) How much should we trust differences-in-differences estimates? Quart. J. Econom. 119(1):249–275.Crossref, Google Scholar
• Boute RN, Van Mieghem JA (2021) Digital operations: Autonomous automation and the smart execution of work. Management Bus. Rev. 1(1):177–186.Crossref, Google Scholar
• Bray RL (2023) Operational transparency: Showing when work gets done. Manufacturing Service Oper. Management 25(3):812–826.Link, Google Scholar
• Brennan SE, Williams M (1995) The feeling of another’s knowing: Prosody and filled pauses as cues to listeners about the metacognitive states of speakers. J. Memory Language 34(3):383–398.Crossref, Google Scholar
• Buell RW, Norton MI (2011) The labor illusion: How operational transparency increases perceived value. Management Sci. 57(9):1564–1579.Link, Google Scholar
• Buell RW, Porter E, Norton MI (2021) Surfacing the submerged state: Operational transparency increases trust in and engagement with government. Manufacturing Service Oper. Management 23(4):781–802.Link, Google Scholar
• Caporael LR (1986) Anthropomorphism and mechanomorphism: Two faces of the human machine. Comput. Human Behav. 2(3):215–234.Crossref, Google Scholar
• Caro F, Saez de Tejada Cuenca A (2023) Believing in analytics: Managers’ adherence to price recommendations from a DSS. Manufacturing Service Oper. Management 25(2):524–542.Link, Google Scholar
• Clark HH, Fox Tree JE (2002) Using uh and um in spontaneous speaking. Cognition 84(1):73–111.Crossref, Google Scholar
• Cohn M, Chen C-Y, Yu Z (2019) A large-scale user study of an Alexa prize chatbot: Effect of TTS dynamism on perceived quality of social dialog. Proc. 20th Annual SIGdial Meeting Discourse Dialogue (Association for Computational Linguistics, Stroudsburg, PA), 293–306.Google Scholar
• Cui R, Li M, Zhang S (2022) AI and procurement. Manufacturing Service Oper. Management 24(2):691–706.Link, Google Scholar
• Dai T, Tayur S (2022) Designing AI-augmented healthcare delivery systems for physician buy-in and patient acceptance. Production Oper. Management 31(12):4443–4451.Crossref, Google Scholar
• Dietvorst BJ, Simmons JP, Massey C (2018) Overcoming algorithm aversion: People will use imperfect algorithms if they can (even slightly) modify them. Management Sci. 64(3):1155–1170.Link, Google Scholar
• Duffy BR (2003) Anthropomorphism and the social robot. Robotics Autonomous Systems 42(3–4):177–190.Crossref, Google Scholar
• Ebrahim-Khanjari N, Hopp W, Iravani SMR (2012) Trust and information sharing in supply chains. Production Oper. Management 21(3):444–464.Crossref, Google Scholar
• Fortune Business Insights (2022) Chatbot market size [2020–2027] exhibits 22.5% CAGR to reach USD 1953.3 million. Fortune Business Insights (September 21), https://www.globenewswire.com/en/news-release/2022/09/21/2520050/0/en/Chatbot-Market-Size-2020-2027-Exhibits-22-5-CAGR-to-Reach-USD-1953-3-Million.html.Google Scholar
• Goble H, Edwards C (2018) A robot that communicates with vocal fillers has … uhhh … greater social presence. Comm. Res. Rep. 35(3):256–260.Crossref, Google Scholar
• Gordon C (2021) The rise of AI in the transportation and logistics industry. Forbes (September 9), https://www.forbes.com/sites/cindygordon/2021/09/05/the-rise-of-ai-in-the-transportation-and-logistics-industry/?sh=2d4da73d7869.Google Scholar
• Ibanez MR, Clark JR, Huckman RS, Staats BR (2018) Discretionary task ordering: Queue management in radiological services. Management Sci. 64(9):4389–4407.Link, Google Scholar
• Ibrahim R, Kim S-H (2024) Is expert input valuable? The case of predicting surgery duration. Seoul J. Bus. Forthcoming.Google Scholar
• Ibrahim R, Kim S-H, Tong J (2021) Eliciting human judgment for prediction algorithms. Managment Sci. 67(4):2314–2325.Link, Google Scholar
• Karlinsky-Shichor Y, Netzer O (2024) Automating the B2B salesperson pricing decisions: A human-machine hybrid approach. Marketing Sci. 43(1):138–157.Google Scholar
• Knight B, Mitrofanov D (2022) Disclosing low product availability: An online retailer’s strategy for mitigating stockout risk. Preprint, submitted June 23, https://dx.doi.org/10.2139/ssrn.4137758.Google Scholar
• Köhler CF, Rohm AJ, de Ruyter K, Wetzels M (2011) Return on interactivity: The impact of online agents on newcomer adjustment. J. Marketing 75(2):93–108.Crossref, Google Scholar
• Lin W, Kim S-H, Tong J (2023) What drives algorithm use? An empirical analysis of algorithm use in type 1 diabetes self-management. Preprint, submitted October 26, https://dx.doi.org/10.2139/ssrn.3891832.Google Scholar
• Lu SF, Rui H, Seidmann A (2018) Does technology substitute for nurses? Staffing decisions in nursing homes. Management Sci. 64(4):1842–1859.Link, Google Scholar
• Luo X, Tong S, Fang Z, Qu Z (2019) Frontiers: Machines vs. humans: The impact of artificial intelligence chatbot disclosure on customer purchases. Marketing Sci. 38(6):937–947.Abstract, Google Scholar
• Marge M, Miranda J, Black AW, Rudnicky A (2010) Toward improving the naturalness of social conversations with dialogue systems. Proc. SIGDIAL 2010 Conf. (Association for Computational Linguistics, Stroudsburg, PA), 91–94.Google Scholar
• Nass C, Moon Y (2000) Machines and mindlessness: Social responses to computers. J. Soc. Issues 56(1):81–103.Crossref, Google Scholar
• Nass C, Steuer J, Tauber ER (1994) Computers are social actors. Proc. SIGCHI Conf. Human Factors Comput. Systems (ACM, New York), 72–78.Google Scholar
• Németh G, Fék M, Csapó TG (2007) Increasing prosodic variability of text-to-speech synthesizers. Eighth Annual Conf. Internat. Speech Comm. Assoc. (Antwerp, Belgium).Google Scholar
• Neuburger JD, Grossman DA (2019) Get all of your bots in a row: 2018 California bot disclosure law comes online soon. National Law Rev. (June 7), https://www.natlawreview.com/article/get-all-your-bots-row-2018-california-bot-disclosure-law-comes-online-soon.Google Scholar
• Pfeifer LM, Bickmore T (2009) Should agents speak like, um, humans? The use of conversational fillers by virtual agents. Internat. Workshop Intelligent Virtual Agents (Springer, Berlin, Heidelberg), 460–466.Google Scholar
• Powers A, Kiesler S (2006) The advisor robot: Tracing people’s mental model from a robot’s physical attributes. Proc. 1st ACM SIGCHI/SIGART Conf. Human-Robot Interaction (ACM, New York), 218–225.Google Scholar
• Read R, Belpaeme T (2012) How to use non-linguistic utterances to convey emotion in child-robot interaction. 2012 7th ACM/IEEE Internat. Conf. Human-Robot Interaction (HRI) (IEEE, Piscataway, NJ), 219–220.Google Scholar
• Schanke S, Burtch G, Ray G (2021) Estimating the impact of “humanizing” customer service chatbots. Inform. Systems Res. 32(3):736–751.Link, Google Scholar
• Sun J, Zhang DJ, Hu H, Van Mieghem JA (2022) Predicting human discretion to adjust algorithmic prescription: A large-scale field experiment in warehouse operations. Management Sci. 68(2):846–865.Link, Google Scholar
• Syrdal AK, Conkie A, Kim Y-J, Beutnagel MC, Park F (2010) Speech acts and dialog TTS. AT&T Labs – Research, Florham Park, NJ.Google Scholar
• van Donselaar KH, Gaur V, van Woensel T, Broekmeulen RACM, Fransoo JC (2010) Ordering behavior in retail stores and implications for automated replenishment. Management Sci. 56(5):766–784.Link, Google Scholar
• Ward N (2004) Pragmatic functions of prosodic features in non-lexical utterances. Internat. Conf. Speech Prosody 2004, 325–328.Google Scholar
• Wierzbicka A (1999) Emotions Across Languages and Cultures: Diversity and Universals (Cambridge University Press, Cambridge, UK).Crossref, Google Scholar