The Impact of Chatbot''s Gender Cues on User''s Trust and Personal Feeling in Online Shopping

• Main Authors: Yi-Chieh Chen, 陳繹介
• Other Authors: 游曉貞
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/8rt6j8

碩士 === 國立臺中科技大學 === 多媒體設計系碩士班 === 106 === In recent years, due to the rapid development of science and technology, and thus the advancement and rise of artificial intelligence, different companies have gradually introduced artificial intelligence technology to their products and services. Among them, AI is used most frequently in the service industry, and the human-machine dialogue has become the latest trend in human-computer interaction. Voice assistants and chatbots are among the representative products. Many virtual assistants such as Siri and Messenger bots have come out one after another. Therefore, how to gain customer trust in e-commerce services through chat bots has become a new topic. In the past, people generally preferred to identify the gender of artificial intelligence assistants as female. Many artificial intelligence products also had considered to AI’s gender issue after the concept of Gendered Innovations was proposed. However, unlike voice assistants,,message-based chatbot does not have the obvious gender cue such as like voice. It only interacts with user with text message and Emoticons. Therefore, the purpose of this paper is investigating on trust and feeling about different gender chatbot in on-line shopping. Therefore, the purpose of this paper was investigating on trust and feeling about different gender chatbot in on-line shopping. At first,we invited 134 participants for the pre-test to define the gender of the chatbot, and In the formal experiment, then, we invited other 120 participants who were assigned to the four experimental conditions: : (A) male avatar with male name , (B) male avatar with neutral name, (C) female avatar with neutral name, (d) female avatar with female name" → female avatar and inteacted with them.After participant wanted to finish, we asked them evaluated the trust and feeling with the scale. The results of the study indicate that the gender difference between the gender of the chat robot and the gender of the participants is significantly different between the positive facet and the other facet in the trust questionnaire. At the same time, in the age distribution, the trust and trust of the chat robot are also found. There are significant differences. According to the experimental analysis results, the conclusions about the gender prompt setting in the design and development of the future chat robot are made.