Application of humanization to survey chatbots: Change in chatbot perception, interaction experience, and survey data quality

作者：

Highlights：

• We compared humanization applied survey chatbot (HASbot) to baseline chatbot.

• HASbot increases anthropomorphism and social presence perceptions.

• HASbot elicits higher satisfaction & longer interaction time.

• HASbot yields higher level of self-disclosure.

• HASbot has a drawback of causing social desirability bias.

摘要

•We compared humanization applied survey chatbot (HASbot) to baseline chatbot.•HASbot increases anthropomorphism and social presence perceptions.•HASbot elicits higher satisfaction & longer interaction time.•HASbot yields higher level of self-disclosure.•HASbot has a drawback of causing social desirability bias.

论文关键词：Chatbot humanization technique,Chatbot perception,Survey interaction experience,Survey data quality

论文评审过程：Received 20 April 2021, Revised 20 September 2021, Accepted 27 September 2021, Available online 29 September 2021, Version of Record 5 October 2021.

论文官网地址：https://doi.org/10.1016/j.chb.2021.107034