Frontiers: Machines vs. Humans: The Impact of Artificial Intelligence Chatbot Disclosure on Customer Purchases

By Xueming Luo, Siliang Tong, Zheng Fang, Zhe Qu. Marketing science (Providence, R.I.), 2019

1,010 citations recorded by the source corpus.

Chatbot identity disclosure negatively affects customer purchases because customers perceive the disclosed bot as less knowledgeable and less empathetic.

Subfields: Artificial Intelligence, Information Systems, Safety Research

View Paper: https://www.semanticscholar.org/paper/b5b57a14960e8e46d333f059e28cf8a8e8e60a47

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Citations in the corpus

Setting the future of digital and social media marketing research: Perspectives and research propositions (2020, neutral): “A recent finding reported by Luo et al. (2019) indicates that AI chatbot identity disclosed before conversations with consumers significantly reduces the likelihood of purchase.”
Teachers’ attitudes towards chatbots in education: a technology acceptance model approach considering the effect of social language, bot proactiveness, and users’ characteristics (2021, background): “Luo et al. (2019) define chatbots as computer programs that simulate human conversations using natural languages through voice or text commands and serve as virtual assistants to users.”
How artificial intelligence will change the future of marketing (2019, background): “In theory, because AI facilitates data-driven, micro-targeting marketing offerings (e.g., Gans et al. 2017; Luo et al. 2019), customers should view offerings more favorably, because it reduces their search costs.”
Artificial intelligence, robotics, advanced technologies and human resource management: a systematic review (2021, background): “…developments, however, are increasingly providing alternatives to human resources in functions traditionally requiring human interaction and communication (Malik et al., 2019; Luo et al., 2019), thereby changing both the organizational structures and the nature of work (Colbert et al., 2016).”
Artificial Intelligence and Entrepreneurship: Implications for Venture Creation in the Fourth Industrial Revolution (2020, background): “For example, Luo et al. (2019) emphasize the significant customer disengagement with chat-bots when (or if) they discover they are con - versing with a robot.”
Artificial intelligence in marketing: Topic modeling, scientometric analysis, and research agenda (2020, background): “, 2019); investigations of the impact of AI chatbot disclosures on customer purchases (Luo et al., 2019); considerations of effects on workforces (Davenport & Kirby, 2015) and redefinitions of AI-enabled workplaces (Chui et al.”
A Literature Survey of Recent Advances in Chatbots (2021, background): “Nonetheless, different levels of embodiment-the way chatbots are humanlike [10]-and disclosure-how and when the nature of the chatbot is revealed to the user-seem to impact users’ engagement with and trust in chatbots [11]).”
Consumers and Artificial Intelligence: An Experiential Perspective (2020, positive): “…consumers report feelings of discomfort when inter-acting with “social robots” in service contexts (Mende et al. 2019), and customers’ responses in a field study became markedly more negative when they were informed in advance that their interaction partner would not be a human (Luo et al. 2019).”
A strategic framework for artificial intelligence in marketing (2020, background): “Although a recent study shows that customers may not feel comfortable yet about talking to chatbots (Luo et al. 2019), with the wider acceptance of AI and the further advance of chatbots, we can expect the acceptance to increase over time.”