聊天机器人
人格
可靠性
心理学
能力(人力资源)
医疗保健
应用心理学
社会心理学
计算机科学
万维网
政治学
经济增长
经济
法学
作者
Carmela Elita Schillaci,Lucrezia Maria de Cosmo,Luigi Piper,Melita Nicotra,Gianluigi Guido
标识
DOI:10.1016/j.techfore.2023.123025
摘要
In healthcare, chatbots are used to automate interactions between healthcare professionals and patients. To make these conversations realistic, designers anthropomorphized chatbots (e.g., attributed human characteristics to chatbot) by equipping them with personality (warmth/competence), attributable gender (male/female), and role (prevention/diagnosis/therapy). Notwithstanding, scholarly inquiry has predominantly disregarded these factors when ascertaining the proclivity of individuals to utilize chatbots in healthcare. Based on human-machine interactions and counter-stereotypes theories, the aim of this research is to evaluate the conditions under which chatbot anthropomorphism can increase users' satisfaction and intention of using related services. Analyses conducted on a sample of 1147 users show that chatbots' personality does not directly influence intention of being used in healthcare. Instead, this relationship is mediated by chatbots' perceived credibility and user satisfaction, and moderated by chatbots' anthropomorphism, gender, and role. Specifically, when there is a mismatch between chatbot's gender and its stereotypical descriptive property (i.e., competence for female chatbots; warmth for male chatbots), the chatbot is more credible, satisfying, and inviting to use. Moreover, chatbots with female anthropomorphic characteristics or with a low level of anthropomorphism are better suited for prevention roles such as counseling, while chatbots with male characteristics are more appropriate for therapeutic roles.
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