Please use this identifier to cite or link to this item: https://doi.org/10.21256/zhaw-21508
Publication type: Conference paper
Type of review: Peer review (publication)
Title: Chatbots, conversational interfaces, and the stereotype content model
Authors: Seiler, Roger
Schär, Annemarie
et. al: No
DOI: 10.21256/zhaw-21508
Proceedings: Proceedings of the 54th Hawaii International Conference on System Sciences
Pages: 1860
Pages to: 1867
Conference details: 54th Hawaii International Conference on System Sciences, Grand Wailea, Hawaii, USA, 5-8 January 2021
Issue Date: 2021
Publisher / Ed. Institution: University of Hawai'i at Manoa
ISBN: 978-0-9981331-4-0
Language: English
Subjects: Chatbot; Social robot; Stereotype content model; Trust
Subject (DDC): 006: Special computer methods
658.8: Marketing management
Abstract: Chatbots are becoming increasingly common in web-based business-to-consumer (B2C) communication. However, this technology can have high failure rates when it comes to correctly processing consumer inquiries, as human interactions and conversational di-alogues are complex and highly context dependent. Besides improving the technology behind the chatbots, companies may be able to enhance a client’s chatbot experience by using insights from the stereotype content model (SCM). Hence, this paper seeks to find out whether the model can be applied to the domain of chat-bots and whether it holds true in this context as well. An online survey was conducted, and the results showed that people perceived the chatbots according to the model. Therefore, companies are advised to use the “loveable star” stereotype in their chatbot communication. Trust did not score significantly higher for this stereotype than for the other SCM stereotypes. This contradicts existing theory and is therefore an invitation for further research.
URI: https://digitalcollection.zhaw.ch/handle/11475/21508
Fulltext version: Published version
License (according to publishing contract): CC BY-NC-ND 4.0: Attribution - Non commercial - No derivatives 4.0 International
Departement: School of Management and Law
Organisational Unit: Institute of Business Information Technology (IWI)
Appears in collections:Publikationen School of Management and Law

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