Do You Feel a Connection? How the Human-Like Design of Conversational Agents Influences Donation Behaviour

Johannes Bührke (), Alfred Benedikt Brendel (), Sascha Lichtenberg (), Stephan Diederich () and Stefan Morana ()
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Johannes Bührke: University of Goettingen
Alfred Benedikt Brendel: Technische Universität Dresden
Sascha Lichtenberg: University of Goettingen
Stephan Diederich: University of Goettingen
Stefan Morana: Saarland University

A chapter in Innovation Through Information Systems, 2021, pp 283-298 from Springer

Abstract: Abstract Conversational agents (CAs) are rapidly changing the way humans and computers interact. Through developments in natural language processing, CAs are increasingly capable of conducting human-like conversations with users. Furthermore, human-like features (e.g., having a name or an avatar) lead to positive user reactions as if they were interacting with a real human conversational partner. CAs promise to replace or supplement traditional interactions between humans (e.g., counseling, interviews). One field of CA-human interaction that is not yet fully understood in developing human-like CAs is donating to a good cause. Notably, many charities rely on approaching people on the streets to raise funds. Against this background, the questions arise: How should a CA for raising funds for non-profit organizations be designed and how does human-like design of a CA influence the user’s donation behavior. To explore these two questions, we conducted a 2 × 2 experiment with 134 participants.

Keywords: Conversational agents; Human-like design; Social cues; Donation behavior; Charity (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:spr:lnichp:978-3-030-86797-3_19

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DOI: 10.1007/978-3-030-86797-3_19

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