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:
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.