Dr Shalini Chandra (Associate Professor – Information Technology, SP Jain School of Global Management) wrote an article for Forbes discussing four strategies that organisations can employ to go beyond the instrumental efficiency of conversational AI. In the article, Dr Chandra discusses the importance of incorporating human-like competencies into conversational AI agents, such as chatbots, to foster user engagement and trust.
She explains that when conversational AI agents possess human-like competencies, users perceive them as valid interactional partners, reducing their feelings of risk and vulnerability. This increased trust leads to deeper user engagement.
The four key takeaways for organisations from the article are:
- Design conversational AI agents with human-like cognitive capabilities, paying attention to how humans think.
- Build conversational AI agents with an "artificial brain" and an "artificial heart," enabling them to understand human emotions and provide personalised experiences.
- Enhance user perception of personalised and fair services by understanding users and incorporating bias-free social connectedness into AI.
- Consider unique user needs across industries when developing competencies in conversational AI to build trustworthy and engaging systems.
The article's research was published in the December 2022 issue of the Journal of Management Information Systems and co-authored by Dr Shalini Chandra, Dr Anuragini Shirish, and Dr Shirish C Srivastava.
To read the full article, please click here.