Ai Service Agents, Figurative Language, and Conversational Cooperativeness

Taking a sociolinguistic perspective, we compare consumer reactions to the use of figurative language (vs. literal) by human/AI service agents. We find that, as opposed to human agents, using figurative language can hurt AI agents, and discover that it occurs because consumers do not perceive them as cooperative conversation partners.


Marat Bakpayev and Ann Kronrod (2020) ,"Ai Service Agents, Figurative Language, and Conversational Cooperativeness", in NA - Advances in Consumer Research Volume 48, eds. Jennifer Argo, Tina M. Lowrey, and Hope Jensen Schau, Duluth, MN : Association for Consumer Research, Pages: 836-841.


Marat Bakpayev, University of Minnesota Duluth, USA
Ann Kronrod, University of Massachusetts Lowell, USA


NA - Advances in Consumer Research Volume 48 | 2020

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