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Paper Type
Complete
Description
Artificial Intelligence (AI) can extend human capabilities. Thus, when AI technologies are integrated into businesses, they can assist employees in their tasks by augmenting their analytical skills or automating important but manual and time-consuming tasks, freeing up employees to focus on higher-value work. Extant literature has explored the effect of AI on employee performance, with some studies highlighting its benefits (e.g., increased efficiency and effectiveness). However, other studies suggest that AI may also have a detrimental effect on employee performance (e.g., by promoting AI anxiety and threat). Despite their growing use, little is known about how employees interact with and perceive AI and how this might impact their job performance. The current study aims to address this gap in knowledge by adopting an identification perspective and focusing on the perceived warmth and intelligence of AI as two key dimensions of social perception. Our research shows that the perceived warmth and intelligence of AI have a significant impact on how employees identify with AI-based technologies and eventually on their job performance. The data for this investigation were collected from 319 customer service representatives who interacted with chatbots in their daily customer service tasks.
Paper Number
1482
Recommended Citation
Savoli, Azadeh and Bhatt, Mamta, "Perceived Warmth and Intelligence of AI: Impact on Employee Performance" (2023). AMCIS 2023 Proceedings. 9.
https://aisel.aisnet.org/amcis2023/sig_aiaa/sig_aiaa/9
Perceived Warmth and Intelligence of AI: Impact on Employee Performance
Artificial Intelligence (AI) can extend human capabilities. Thus, when AI technologies are integrated into businesses, they can assist employees in their tasks by augmenting their analytical skills or automating important but manual and time-consuming tasks, freeing up employees to focus on higher-value work. Extant literature has explored the effect of AI on employee performance, with some studies highlighting its benefits (e.g., increased efficiency and effectiveness). However, other studies suggest that AI may also have a detrimental effect on employee performance (e.g., by promoting AI anxiety and threat). Despite their growing use, little is known about how employees interact with and perceive AI and how this might impact their job performance. The current study aims to address this gap in knowledge by adopting an identification perspective and focusing on the perceived warmth and intelligence of AI as two key dimensions of social perception. Our research shows that the perceived warmth and intelligence of AI have a significant impact on how employees identify with AI-based technologies and eventually on their job performance. The data for this investigation were collected from 319 customer service representatives who interacted with chatbots in their daily customer service tasks.
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