代表(政治)
服务(商务)
聊天机器人
计算机科学
心理学
数据科学
业务
人工智能
政治学
营销
政治
法学
作者
Brian Stelbotsky,Sanghee Park
标识
DOI:10.1080/14719037.2024.2443064
摘要
This study investigates citizens' perceptions of automated service agents with human-like traits, within the context of public higher education. Drawing from representative bureaucracy and human-computer interaction literature, we assess the potential for symbolic representation by comparing chatbots to human agents. Using a conjoint experiment with visual demographic cues, we find a general preference for human agents over chatbots regardless of the demographic match. While there is limited evidence for symbolic representation generated by chatbots, citizens prefer matching-race service agents when they are human. This study reflects on the role of chatbots as service agents and suggests directions for future research.
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