peer reviewed · Human Factors and Ergonomics in Manufacturing & Service Industries
Human or AI Customer Service? The Role of Anthropomorphic Avatars in Shaping First Impressions of Chatbots
Yaqin Cao, Yu Liu, Wei Lyu, Ming Li
In plain English
An eye-tracking study of four customer-service chatbot avatar styles. Human and caricatured avatars raised perceived warmth, competence, social presence and trust and drew more visual attention; more human-like avatars were more often judged to be human.
avatar design
trust
social presence
user experience
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