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Contribution Details
| Type | Conference or Workshop Paper |
| Scope | Discipline-based scholarship |
| Published in Proceedings | Yes |
| Title | Form Follows Function: Designing For Tensions Of Conversational Agents In Service Encounters |
| Organization Unit | |
| Authors |
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| Presentation Type | paper |
| Item Subtype | Original Work |
| Refereed | Yes |
| Status | Published in final form |
| Language |
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| Event Title | 30th European Conference on Information Systems (ECIS) |
| Event Type | conference |
| Event Location | Timisoara, Romania |
| Event Start Date | June 18 - 2022 |
| Event End Date | June 24 - 2022 |
| Place of Publication | AIS Electronic Library (AISeL) |
| Publisher | AISeL |
| Abstract Text | The proliferation of conversational agents (CAs) promises efficiency and quality improvements while enabling a more seamless integration of technology into service encounters. However, it remains un- clear how CAs should be designed to provide the optimal experience for the key users: clients and frontline employees. Based on qualitative research with those key users, this study delivers a vision of an adaptable CA. It proposes a differentiated approach toward the design of CA: there is no "one-size- fits-all" design regarding the level of social presence, autonomy, or agency. The analysis reveals three tensions in user expectations leading to inconsistent design requirements for CAs. To resolve those ten- sions, CAs should be adapted to the changing context of a service encounter considering the appropriate level of autonomy, task complexity, interpersonal intimacy, and social role of the CA. The study con- tributes three design principles emphasizing the importance of the context for which a CA is designed. |
| Free access at | Official URL |
| Official URL | https://aisel.aisnet.org/ecis2022_rp/158/ |
| Other Identification Number | merlin-id:22513 |
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