报告题目：Lower than expected but still willing to use: User acceptance toward current intelligent conversational agents

时间： 12月2日（周一）上午10点

地点：旭日楼416室 

主持人：杨帅教授

报告人：袁雨飞教授

报告简介：

Intelligent conversational agents (ICAs) are revolutionizing how humans interact with information systems. Designed to provide human-like service, ICAs are generally evaluated by users in comparison to their human counterparts, often resulting in less-than-expected user experiences. Our research investigates user acceptance of ICAs in this suboptimal condition of commercial customer service. Drawing from the dual perspectives of expectancy confirmation theory and task technology fit theory, we theorize and test an integrated research model on the collective impact of user expectancy confirmation regarding ICA capabilities and their assessment of service-ICA fit on user acceptance. Results from a field survey of 350 users of five ICAs deployed by major Canadian telecom service providers reveal the significant influence of both user expectancy confirmation with ICA capabilities and their assessment of ICA fit-to-service, with the latter playing a more prominent role in shaping user acceptance. Even though ICA performance may not always meet user expectations, users are still willing to engage with ICA services when they perceive the ICA as a fitting solution for their specific service complexity and availability requirements.

报告人简介：

袁雨飞教授，美国密西根大学计算机信息系统博士，加拿大麦克马斯特大学DeGroote商学院信息系统教授。主要研究方向包括人工智能、大数据分析、医疗信息系统，和移动商务等，在高水平期刊MIS Quarterly, Management Science, Journal of Management Information Systems, European Journal of Information Systems, 和European Journal of Operational Research等发表100多篇学术论文。