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Title: Chatbots/conversational interfaces in the context of the stereotype content model (SCM)
Authors : Schär, Annemarie
Advisors / Reviewers : Seiler, Roger
Extent : 70
Publisher / Ed. Institution : ZHAW Zürcher Hochschule für Angewandte Wissenschaften
Publisher / Ed. Institution: Winterthur
Issue Date: 2018
License (according to publishing contract) : CC BY-NC-ND 4.0: Attribution - Non commercial - No derivatives 4.0 International
Language : English
Subject (DDC) : 004: Computer science
302: Social interaction
Abstract: Virtual assistants in the form of chatbots are taking over today’s technology industry. Companies have increasingly started integrating conversational agents into their customer support platforms and recorded millions of interactions. However, this technology has a high failure rate when it comes to correctly processing inquires. How can firms enhance a client’s experience with their chatbot, aside from improving the technology that powers these bots? The stereotype content model (SCM) theory postulates that people judge each other based on two dimensions: Warmth and competence. A person seen as highly warm and competent is admired and these two traits have a positive effect on trust. In practice, Casciaro and Sousa-Lobo developed archetypes based on the likability and competence dimensions. The “lovable star” is likeable and competent and thus great in demand. The “incompetent jerk” on the other hand lacks expertise and is seen as cold, therefore vastly avoided.
Departement: School of Management and Law
Publication type: Bachelor Thesis
DOI : 10.21256/zhaw-2302
Appears in Collections:BSc Wirtschaftsinformatik

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