Paper Type

ERF

Abstract

Artificial Emotional Intelligence (AEI) enables conversational agents (CAs) to recognize and respond to human emotions, improving user interaction. This study examines how AEI influences satisfaction through trust and anthropomorphism in a customer service chatbot setting. We propose that AEI not only builds trust directly but also increases perceived human-likeness, which further impacts satisfaction. Using a between-subjects experiment, participants will engage with High vs. Low AEI CAs. Trust, satisfaction, and anthropomorphism will be measured using validated scales. Findings will offer insights into the design of emotionally intelligent, user-centric AI systems and inform future work across multiple CA modalities.

Paper Number

2028

Author Connect URL

https://authorconnect.aisnet.org/conferences/AMCIS2025/papers/2028

Comments

SIGHCI

Download
Author Connect Link

Share

COinS
 
Aug 15th, 12:00 AM

Artificial Emotional Intelligence in Conversational Agents: A Pathway to User Satisfaction through Anthropomorphism and Trust

Artificial Emotional Intelligence (AEI) enables conversational agents (CAs) to recognize and respond to human emotions, improving user interaction. This study examines how AEI influences satisfaction through trust and anthropomorphism in a customer service chatbot setting. We propose that AEI not only builds trust directly but also increases perceived human-likeness, which further impacts satisfaction. Using a between-subjects experiment, participants will engage with High vs. Low AEI CAs. Trust, satisfaction, and anthropomorphism will be measured using validated scales. Findings will offer insights into the design of emotionally intelligent, user-centric AI systems and inform future work across multiple CA modalities.

When commenting on articles, please be friendly, welcoming, respectful and abide by the AIS eLibrary Discussion Thread Code of Conduct posted here.