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Type Conference or Workshop Paper
Scope Discipline-based scholarship
Published in Proceedings Yes
Title When a computer speaks institutional talk: Exploring challenges and potentials of virtual assistants in face-to-face advisory services
Organization Unit
Authors
  • Mateusz Dolata
  • Mehmet Kilic
  • Gerhard Schwabe
Presentation Type paper
Item Subtype Original Work
Refereed Yes
Status Published in final form
Language
  • English
ISBN 978-0-9981331-2-6
Page Range 105 - 114
Event Title 52nd Hawaii International Conference on System Sciences (HICSS 2019) Maui
Event Type conference
Event Location Hawaii, Maui
Event Start Date January 8 - 2019
Event End Date January 8 - 2019
Publisher HICSS
Abstract Text Advisory services are a highly sensitive form of collaboration: they rely on a clear distribution of roles between human participants who act according to an implicit set of practices and scripts. As such, they do not offer a specific role to a virtual assistant. At the same time, the technological improvements make the promise that institutional settings may be soon complemented with technology that allows for asking questions using natural speech, understands the context, and provides answers based on online processing of data. This article explores challenges and potentials of virtual assistants in advisory services while analyzing data from interviews and a workshop with clients and advisors from financial advisory services. It links the insights from the field with the institutional talk perspective. The findings unveil, that the concerns and hopes of potential users relate to their position and an implicit understanding of what an advisory service is about. This calls for careful and attentive design approach towards virtual assistants in advisory services.
Digital Object Identifier 10.24251/HICSS.2019.014
Other Identification Number merlin-id:17218
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