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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Main Authors: MAKANY, Tamas, ROH, Sungjong, HARA, Kotaro, HUA, Jie Min, GOH, Felicia Si Ying, TEH, Wilson Yang Jie
Format: text
Language:English
Published: Institutional Knowledge at Singapore Management University 2023
Subjects:
SME
Online Access: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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Institution: Singapore Management University
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spelling 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
institution Singapore Management University
building SMU Libraries
continent Asia
country Singapore
Singapore
content_provider SMU Libraries
collection InK@SMU
language English
topic 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
spellingShingle 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
description 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.
format 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
author_sort 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
publisher Institutional Knowledge at Singapore Management University
publishDate 2023
url 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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