Publications
We pride ourselves on producing world-class research that not only advances academic knowledge but also provides actionable insights for businesses, policymakers, and technologists. Below are some of our featured publications:
Improving Customer Satisfaction with AI Chatbots
Published in: Harvard Business Review
Summary: This article discusses how businesses can use AI-powered chatbots to provide a more human-like customer experience. It emphasizes the importance of blending AI with human oversight to improve efficiency while maintaining customer trust. The article highlights strategies for designing chatbots that are empathetic, transparent, and capable of resolving complex customer queries effectively. It offers actionable insights for integrating AI in customer service without compromising personalization and authenticity.
Less Artificial, More Intelligent: Understanding Affinity, Trustworthiness, and Preference for Digital Humans
Published in: Information Systems Research
Summary: This study explores the deployment of highly realistic digital human agents (DHAs) controlled by artificial intelligence for customer service tasks. Four major experiments were conducted to examine user perceptions of trustworthiness, affinity, and willingness to work with DHAs. A mixed-method approach was used, combining surveys, interviews, observations, and neurophysiological measurements. The study tested four different DHAs, including commercial products and future-oriented designs. Findings highlight the importance of transparency and design maturity in fostering user trust and engagement.
AI Agents as Team Members: Effects on Satisfaction, Conflict, Trustworthiness, and Willingness to Work With
Published in: Journal of Management Information Systems
Summary: This research investigates how team members perceive AI agents as virtual teammates for managing information, coordinating processes, and performing tasks. The study uses a 2x2 lab experiment to analyze the effects of team member type (human vs. AI), performance levels, and interactions with other team members. Results show that AI team members were seen as having higher ability and integrity but lower benevolence, with no significant differences in trustworthiness or willingness to work with them. However, AI team members led to lower process satisfaction, though they reduced conflict when performing well compared to human teammates.
Understanding Affinity, Trustworthiness, and Preference for Digital Humans
Published in: Information Systems Research
Summary: This paper, authored by Mike Seymour and collaborators at Iowa State, University of Sydney, and Indiana University, explores how AI-driven digital human agents are perceived and responded to by users in online interactions. Through a series of experiments, including EEG brain analysis and surveys, the researchers found that users respond positively to digital humans, especially when they closely resemble and behave like real people. The study highlights that people often don't mind if these digital agents are AI-driven, as long as they act in a human-like manner. The paper discusses implications for developing friendly, engaging digital humans that are increasingly preferred over traditional chatbot.
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