The Impact of Anthropomorphic and Functional Chatbot Design Features in Enterprise Collaboration Systems on User Acceptance
Tim Rietz, Ivo Benke, Alexander Maedche · Journal of the Association for Information Systems · 2019
Information technology is rapidly changing the way how peoplecollaborate in enterprises. Chatbots integrated into enterprise collaborationsystems can strengthen collaboration culture and help reduce work overload. Inlight of a growing usage of chatbots in enterprise collaboration systems, weexamine the influence of anthropomorphic and functional chatbot design featureson user acceptance. We conducted a survey with professionals familiar withinteracting with chatbots in a work environment. The results show a significanteffect of anthropomorphic design features on perceived usefulness, with astrength four times the size of the effect of functional chatbot features. Wesuggest that researchers and practitioners alike dedicate priorities toanthropomorphic design features with the same magnitude as common forfunctional design features in chatbot design and research.