Beyond anthropomorphism: Unraveling the true priorities of chatbot usage in SMEs
This study examined business communication practices with chatbots among various Small and Medium Enterprise (SME) stakeholders in Singapore, including business owners/employees, customers, and developers. Through qualitative interviews and chatbot transcript analysis, we investigated two research q...
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2023
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sg-smu-ink.lkcsb_research-82542023-09-06T10:24:23Z Beyond anthropomorphism: Unraveling the true priorities of chatbot usage in SMEs MAKANY, Tamas ROH, Sungjong HARA, Kotaro HUA, Jie Min GOH, Felicia Si Ying TEH, Wilson Yang Jie This study examined business communication practices with chatbots among various Small and Medium Enterprise (SME) stakeholders in Singapore, including business owners/employees, customers, and developers. Through qualitative interviews and chatbot transcript analysis, we investigated two research questions: (1) How do the expectations of SME stakeholders compare to the conversational design of SME chatbots? and (2) What are the business reasons for SMEs to add human-like features to their chatbots? Our findings revealed that functionality is more crucial than anthropomorphic characteristics, such as personality and name. Stakeholders preferred chatbots that explicitly identified themselves as machines to set appropriate expectations. Customers prioritized efficiency, favoring fixed responses over free text input. Future research should consider the evolving expectations of consumers, business owners, and developers as chatbot technology advances and becomes more widely adopted. 2023-07-01T07:00:00Z text application/pdf https://ink.library.smu.edu.sg/lkcsb_research/7255 info:doi/10.1145/3571884.3604315 https://ink.library.smu.edu.sg/context/lkcsb_research/article/8254/viewcontent/3571884.3604315_pv.pdf http://creativecommons.org/licenses/by-nc-nd/4.0/ Research Collection Lee Kong Chian School Of Business eng Institutional Knowledge at Singapore Management University business communication chatbots interview qualitative Small and Medium Enterprise SME transcript logs Business and Corporate Communications Databases and Information Systems Numerical Analysis and Scientific Computing |
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business communication chatbots interview qualitative Small and Medium Enterprise SME transcript logs Business and Corporate Communications Databases and Information Systems Numerical Analysis and Scientific Computing MAKANY, Tamas ROH, Sungjong HARA, Kotaro HUA, Jie Min GOH, Felicia Si Ying TEH, Wilson Yang Jie Beyond anthropomorphism: Unraveling the true priorities of chatbot usage in SMEs |
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This study examined business communication practices with chatbots among various Small and Medium Enterprise (SME) stakeholders in Singapore, including business owners/employees, customers, and developers. Through qualitative interviews and chatbot transcript analysis, we investigated two research questions: (1) How do the expectations of SME stakeholders compare to the conversational design of SME chatbots? and (2) What are the business reasons for SMEs to add human-like features to their chatbots? Our findings revealed that functionality is more crucial than anthropomorphic characteristics, such as personality and name. Stakeholders preferred chatbots that explicitly identified themselves as machines to set appropriate expectations. Customers prioritized efficiency, favoring fixed responses over free text input. Future research should consider the evolving expectations of consumers, business owners, and developers as chatbot technology advances and becomes more widely adopted. |
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text |
author |
MAKANY, Tamas ROH, Sungjong HARA, Kotaro HUA, Jie Min GOH, Felicia Si Ying TEH, Wilson Yang Jie |
author_facet |
MAKANY, Tamas ROH, Sungjong HARA, Kotaro HUA, Jie Min GOH, Felicia Si Ying TEH, Wilson Yang Jie |
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MAKANY, Tamas |
title |
Beyond anthropomorphism: Unraveling the true priorities of chatbot usage in SMEs |
title_short |
Beyond anthropomorphism: Unraveling the true priorities of chatbot usage in SMEs |
title_full |
Beyond anthropomorphism: Unraveling the true priorities of chatbot usage in SMEs |
title_fullStr |
Beyond anthropomorphism: Unraveling the true priorities of chatbot usage in SMEs |
title_full_unstemmed |
Beyond anthropomorphism: Unraveling the true priorities of chatbot usage in SMEs |
title_sort |
beyond anthropomorphism: unraveling the true priorities of chatbot usage in smes |
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Institutional Knowledge at Singapore Management University |
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2023 |
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https://ink.library.smu.edu.sg/lkcsb_research/7255 https://ink.library.smu.edu.sg/context/lkcsb_research/article/8254/viewcontent/3571884.3604315_pv.pdf |
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