The Smiling Chatbot
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The Smiling Chatbot
Significant advances in the field of artificial intelligence have given a strong tailwind to the spread of technologies based on it. AI technologies are increasingly influencing private contexts but also the service sector where more and more service encounters are handled by chatbots. In part, however, the spread of chatbots and the associated focus on their functional advantages seem to contradict extant research findings that service interactions are also driven by emotional components. A central role is played here by so-called emotional contagion (i.e., the unconscious transfer of emotions from employees to customers). Against the background that this contagion with positive emotions can lead to a better evaluation of the service transaction in the further course, it is the goal of this book to investigate the effects of positive displayed emotions of a chatbot. For this purpose, six consecutive studies were conducted. The results show that the expression of positive emotions by a chatbot enriches the service interactions by transmitting positive emotions that, in the further course, do also lead to a better evaluation of the service experienced. Moreover, it is shown that these emotional reactions are dependent on the customer’s personality and the chatbot’s appearance, expressed through an avatar.
The Smiling Chatbot
Significant advances in the field of artificial intelligence have given a strong tailwind to the spread of technologies based on it. AI technologies are increasingly influencing private contexts but also the service sector where more and more service encounters are handled by chatbots. In part, however, the spread of chatbots and the associated focus on their functional advantages seem to contradict extant research findings that service interactions are also driven by emotional components. A central role is played here by so-called emotional contagion (i.e., the unconscious transfer of emotions from employees to customers). Against the background that this contagion with positive emotions can lead to a better evaluation of the service transaction in the further course, it is the goal of this book to investigate the effects of positive displayed emotions of a chatbot. For this purpose, six consecutive studies were conducted. The results show that the expression of positive emotions by a chatbot enriches the service interactions by transmitting positive emotions that, in the further course, do also lead to a better evaluation of the service experienced. Moreover, it is shown that these emotional reactions are dependent on the customer’s personality and the chatbot’s appearance, expressed through an avatar.
Artificial Intelligence in HCI
The four-volume set LNAI 15819–15822 constitutes the thoroughly refereed proceedings of the 6th International Conference on Artificial Intelligence in HCI, AI-HCI 2025, held as part of the 27th International Conference, HCI International 2025, which took place in Gothenburg, Sweden, June 22-17, 2025. The total of 1430 papers and 355 posters included in the HCII 2025 proceedings was carefully reviewed and selected from 7972 submissions. The papers have been organized in topical sections as follows: Part I: Trust and Explainability in Human-AI Interaction; User Perceptions, Acceptance, and Engagement with AI; UX and Socio-Technical Considerations in AI Part II: Bias Mitigation and Ethics in AI Systems; Human-AI Collaboration and Teaming; Chatbots and AI-Driven Conversational Agents; AI in Language Processing and Communication. Part III: Generative AI in HCI; Human-LLM Interactions and UX Considerations; Everyday AI: Enhancing Culture, Well-Being, and Urban Living. Part IV: AI-Driven Creativity: Applications and Challenges; AI in Industry, Automation, and Robotics; Human-Centered AI and Machine Learning Technologies.