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



Share Proceeding

Featured papers

See More

Featured

The Effects of Breadth of Product Categories on Budgeting

An Tran, University of La Verne
John Lynch, University of Colorado, USA

Read More

Featured

D2. When a Negative Review Can Help the Company: the Role of the Unfairness and Empathy

Maria Alice Pasdiora, UFRGS
Cristiane Pizzutti, UFRGS
Natalia Englert, UFRGS

Read More

Featured

Format Neglect?: How Different Rank Claim Formats Influence Preference

Julio Sevilla, University of Georgia, USA
Mathew S. Isaac, Seattle University
Rajesh Bagchi, Virginia Tech, USA

Read More

Engage with Us

Becoming an Association for Consumer Research member is simple. Membership in ACR is relatively inexpensive, but brings significant benefits to its members.