Consumer decisions with artificially intelligent voice assistants

Benedict Dellaert, Suzanne B. Shu (), Theo A. Arentze (), Tom Baker (), Kristin Diehl (), Bas Donkers, Nathanael J. Fast (), Gerald Häubl (), Heidi Johnson (), Uma R. Karmarkar (), Harmen Oppewal, Bernd H. Schmitt (), Juliana Schroeder (), Stephen A. Spiller () and Mary Steffel ()
Additional contact information
Suzanne B. Shu: Dyson School of Applied Economics and Management, Cornell University
Theo A. Arentze: Eindhoven University of Technology
Tom Baker: University of Pennsylvania Law School, University of Pennsylvania
Kristin Diehl: Marshall School of Business, University of Southern California
Nathanael J. Fast: Marshall School of Business, University of Southern California
Gerald Häubl: Alberta School of Business, University of Alberta
Heidi Johnson: Financial Health Network
Uma R. Karmarkar: UC San Diego
Bernd H. Schmitt: Columbia Business School, Columbia University
Juliana Schroeder: Haas School of Business, University of California at Berkeley
Stephen A. Spiller: Anderson School of Management, UCLA
Mary Steffel: D’Amore-McKim School of Business, Northeastern University

Marketing Letters, 2020, vol. 31, issue 4, No 5, 335-347

Abstract: Abstract Consumers are widely adopting Artificially Intelligent Voice Assistants (AIVAs). AIVAs now handle many different everyday tasks and are also increasingly assisting consumers with purchasing decisions, making AIVAs a rich topic for marketing researchers. We develop a series of propositions regarding how consumer decision-making processes may change when moved from traditional online purchase environments to AI-powered voice-based dialogs, in the hopes of encouraging further academic thinking and research in this rapidly developing, high impact area of consumer-firm interaction. We also provide suggestions for marketing managers and policymakers on points to pay attention to when they respond to the proposed effects of AIVAs on consumer decisions.

Keywords: Artificial intelligence; Voice assistants; Consumer decision-making; Consumer dialogs; Digital marketing; Consumer models (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (15)

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DOI: 10.1007/s11002-020-09537-5

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