The Use of Voice Input to Induce Human Communication with Banking Chatbots
Songhyun Kim, Junseok Goh, Soojin Jun · 2018
The use of chatbots is more common in our everyday lives than ever before. However, few studies have been conducted comparing the differences between text- and voice-input modalities of chatbots in the banking industry. In this study, through empirical and survey-based research, users were shown to rate their relationships with the banking chatbot as more helpful and self-validating when they communicate with it by a voice-input modality than by a text-input modality.