Investigating the customer trust in artificial intelligence: The role of anthropomorphism, empathy response, and interaction
作者机构：Foreign Trade UniversityHanoiVietnam Faculty of International EconomicsForeign Trade UniversityHanoiVietnam
出 版 物：《CAAI Transactions on Intelligence Technology》 (智能技术学报（英文）)
年 卷 期：2023年第8卷第1期
页 面：260-273页
核心收录：
学科分类：12[管理学] 1201[管理学-管理科学与工程(可授管理学、工学学位)] 081104[工学-模式识别与智能系统] 08[工学] 0835[工学-软件工程] 0811[工学-控制科学与工程] 0812[工学-计算机科学与技术（可授工学、理学学位）]
主 题：AI anthropomorphism empathy response future orientation interaction
摘 要：Artificial intelligence(AI)applications are observed in different industries including the services,where the impressive changing pace is boosted by the technological advances in *** use of AI in the daily work of individuals and in shaping the relationship between firms and customers has resulted in increased efficiency and a higher degree of fascination in *** are,however,customers fears related to the use of ***,understanding how AI affects customer trust is worth *** study focuses on the AI applications and their impact on communication quality and customer *** features of AI applications investigated in this study include anthropomorphism,empathy response and interaction.A model was first empirically validated through Confirmatory Factor Analysis and tested using Covariance-Based Structural Equation *** were then collected from a survey of 507 customers of two banks and two big telecommunication firms in *** results indicate that anthropomorphism and interaction do not play critical roles in generating customer trust in AI unless they create communication quality with *** ability of empathy response makes customers trust in various service *** application seems to be a good solution for service firms to enhance their relationship with customers in difficult circumstances,including a pandemic *** study delivers implications for enhancing AI adoption in the service firms that intend to innovate their future operations.
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