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How Social Cues Influence the Perception of AI-based Conversational Agents in Digital Work towards AI Identity and Trust
Brünker, Felix; Hofeditz, Lennart; Lekscha, Jana (2026): How Social Cues Influence the Perception of AI-based Conversational Agents in Digital Work towards AI Identity and Trust, in: Bamberg: Otto-Friedrich-Universität.
Author:
Conference:
Australasian Conference on Information Systems (ACIS) 2025 ; Sippy Downs, Australia
Publisher Information:
Year of publication:
2026
Pages:
Source/Other editions:
ACIS 2025 Proceedings, AIS, 2025
Year of first publication:
2025
Language:
English
Abstract:
As an emerging domain of Information Systems (IS) research, conversational agents (CAs) increasingly blend with human-computer interaction (HCI) phenomena. Popular use cases, such as task support or customer service, reveal multiple touchpoints that may influence the interaction between a human and a CA. Especially in work scenarios, characteristics such as competence and sympathy become relevant. Consequently, CAs are often represented by male or female avatars and enhanced with social cues. Therefore, it is essential to understand the influences of social cues such as gender on the perception of CAs in a digital work setting. Consequently, we focus on the impact of gender-specific social cues of CAs on users' perceptions of sympathy and competence towards the CA. To explore this, the study is based on a between-subjects experiment (N = 179, three conditions). The results indicate that gender-specific social cues positively affect perceptions of sympathy and competence. However, the findings do not show a difference between male and female CAs.
Keywords: ; ; ; ;
Digital Work
Conversational Agents
Identity
Trust
Anthropomorphism
Peer Reviewed:
Yes:
International Distribution:
Yes:
Open Access Journal:
Yes:
Type:
Conferenceobject
Activation date:
May 4, 2026
Permalink
https://fis.uni-bamberg.de/handle/uniba/114924