The article emphasises the importance of incorporating human naturalness rather than pure instrumental efficiency into conversational AI. Here are four key takeaways for organisations
Driven by the need to provide continuous, timely, and efficient customer service, firms have shown an increased interest in designing and implementing artificial intelligence (AI)-based interactional technologies, such as conversational AI or chatbots. Chatbots are typically available through messaging applications or chat windows on company websites, providing inquiry-based customer service. These conversational AI agents prevent the need for human service agents to provide customer service.
However, the viability of conversational AI agents as a business solution depends on users' willingness to engage with them. AI agents must create a natural, human-like interpersonal environment that facilitates user engagement. Understanding what human-like competencies in conversational AI agents will foster user engagement is essential.