報告題目：Lower than expected but still willing to use: User acceptance toward current intelligent conversational agents

時間🧑‍🦯‍➡️： 12月2日（周一）上午10點

地點🧑🏻‍🦱：旭日樓416室 

主持人🧗🏻：楊帥教授

報告人🎵：袁雨飛教授

報告簡介🚦：

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.

報告人簡介👩🏿‍🔬：

袁雨飛教授🗻，美國密西根大學計算機信息系統博士，加拿大麥克馬斯特大學DeGroote商沐鸣2信息系統教授。主要研究方向包括人工智能👨🏼‍🍼、大數據分析🐙💁🏼‍♂️、醫療信息系統，和移動商務等，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等發表100多篇學術論文。