The cognitive, relational, and emotional competencies in conversational AI agents lower the cognitive efforts of the user, diminish their communication ambiguities, and enhance their physiological arousal
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Driven by the need to provide continuous, timely, and efficient customer service, firms have shown an increased interest in designing and implementing artificial intelligence (AI)-based interactional technologies, such as conversational AI or chatbots. Chatbots are typically available through messaging applications or chat windows on company websites, providing inquiry-based customer service. These conversational AI agents prevent the need for human service agents to provide customer service.
However, the viability of conversational AI agents as a business solution depends on users' willingness to engage with them. AI agents must create a natural, human-like interpersonal environment that facilitates user engagement. Understanding what human-like competencies in conversational AI agents will foster user engagement is essential.