Don’T Talk, Text: Modality in Consumer Interactions With Human Versus Ai Agents

This research examines when and why consumers might trust their personal information to AI agents (e.g., Alexa, chatbots) more than human agents. We predict and find that while human agents are preferred in voice interactions, AI can be superior to humans in text-based interactions. Source credibility perceptions drive these effects.



Citation:

Claudia Iglesias and Grant Packard (2018) ,"Don’T Talk, Text: Modality in Consumer Interactions With Human Versus Ai Agents ", in AP - Asia-Pacific Advances in Consumer Research Volume 12, eds. Shailendra Pratap Jain, Akshaya Vijayalakshmi, and , Duluth, MN : Association for Consumer Research, Pages: 80-80.

Authors

Claudia Iglesias, Wilfrid Laurier University, Canada
Grant Packard, Wilfrid Laurier University, Canada



Volume

AP - Asia-Pacific Advances in Consumer Research Volume 12 | 2018



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