PACIS 2022 Proceedings
Will consumers pay for protecting privacy? The role of different conversation agents in customer service
The evolution of artificial intelligence creates new technologies, e.g., AI conversation agents, which have been applied in various contexts, especially the social commerce context for improving customer service. As a promising technology-driven phenomenon, AI conversation agents nurture unprecedented business potential. Both human agents and AI conversation agents are serving for interacting with consumers, however, such interaction types may not meet consumers’ response needs and rouse privacy concerns. Drawing literature from communication privacy management, this paper proposes a research model that examines the effect of different conversation agents on consumers’ privacy concerns, customer response capability, and privacy protection behavior (whether consumers discontinuance to disclose and are willing to pay for protected service or not). The expected experimental studies will help to collect the data and analysis the hypotheses. This paper will contribute theoretical knowledge in conversation agents and privacy management. Also, research findings will bear implications in practice for company operations.
Shi, Xiao; Cheng, Lihong; Zhang, Xin; and Yang, Yang, "Will consumers pay for protecting privacy? The role of different conversation agents in customer service" (2022). PACIS 2022 Proceedings. 240.
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Paper Number 1606