Measuring effectiveness of AI-based virtual service assistants by user mental health improvement: A research agenda

Devdeep Maity, Juha Munnukka and Ashwini Gangadharan
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Devdeep Maity: Department of Business Administration, USA
Juha Munnukka: School of Business, Finland
Ashwini Gangadharan: Department of Business Administration, USA

Journal of AI, Robotics & Workplace Automation, 2023, vol. 2, issue 4, 361-368

Abstract: This paper argues that traditional performance measures of artificial intelligence (AI)-based virtual service assistants (VSAs) fall short of capturing the human-like attributes of VSAs, their influences on human partners, and hence a VSA’s true potential. The current study suggests that the effectiveness of VSAs can be measured by examining the variables related to mental health improvements of the consumers or human partners as a direct result of their conversations, companionship and engagement with the VSAs. The paper presents a research agenda, highlighting the role of perceived leadership of the AI-based VSAs, consumer engagement with VSAs and the subsequent social support of the VSAs to their consumers. It suggests that the aforementioned will result in the enhancement of a variety of coping skills such as problem solving, emotional and time-focused coping, and a subsequent overall increase of trust in AI-based VSAs among their consumers.

Keywords: virtual service assistants; artificial intelligence; mental health; coping; consumer engagement; AI leadership (search for similar items in EconPapers)
JEL-codes: G2 M15 (search for similar items in EconPapers)
Date: 2023
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