<abstract xmlns="http://www.w3.org/1999/xhtml">
<p>The integration of AI into consumer services is transforming the way people make decisions. AI is becoming more human-like, with chatbots, voice assistants and robots adopting human features and behavior. Consumers react differently to assistants with a human-like appearance than to advice from a web page, and the behavior of AI advisors influences consumer trust and decision-making. The results of an experiment comparing human advisors, robotic advisors with and without eye contact, and text-based services show that human advisors are trusted the most, but robotic advisors are preferred over text-based services. Human-like advisors increase trust and satisfaction. Extended human features like eye contact are essential for establishing trust and positive consumer responses. Companies should consider using humanoid advisors and incorporating eye contact to enhance customer experience. Consumers should be aware of the influence of human-like AI and stay informed about AI developments.</p>
</abstract>

The integration of AI into consumer services is transforming the way people make decisions. AI is becoming more human-like, with chatbots, voice assistants and robots adopting human features and behavior. Consumers react differently to assistants with a human-like appearance than to advice from a web page, and the behavior of AI advisors influences consumer trust and decision-making. The results of an experiment comparing human advisors, robotic advisors with and without eye contact, and text-based services show that human advisors are trusted the most, but robotic advisors are preferred over text-based services. Human-like advisors increase trust and satisfaction. Extended human features like eye contact are essential for establishing trust and positive consumer responses. Companies should consider using humanoid advisors and incorporating eye contact to enhance customer experience. Consumers should be aware of the influence of human-like AI and stay informed about AI developments.

Eye Contact Matters for Consumer Trust – Even with Robots 

NIM Marketing Intelligence Review

This work is licensed under the Creative Commons Attribution-NonCommercial 4.0 International License.

{"article-title":"Eye Contact Matters for Consumer Trust \u2013 Even with Robots"}

The integration of AI into consumer services is transforming the way people make decisions. AI is becoming more human-like, with chatbots, voice assistants and...

Eye Contact Matters for Consumer Trust – Even with Robots

Published Online: Oct 26, 2023

Page range: 48 - 53

DOI: https://doi.org/10.2478/nimmir-2023-0017

Keywords
Consumer Trust, Consumer Behavior, Consumer Decisions, Human-Computer-Interaction, Robot, Eye Contact, Human-Likeness, Robo-Advisors

© 2023 Carolin Kaiser et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial 4.0 International License.

Eye Contact Matters for Consumer Trust – Even with Robots

Published Online: Oct 26, 2023

Page range: 48 - 53

DOI: https://doi.org/10.2478/nimmir-2023-0017

KeywordsConsumer Trust, Consumer Behavior, Consumer Decisions, Human-Computer-Interaction, Robot, Eye Contact, Human-Likeness, Robo-Advisors

© 2023 Carolin Kaiser et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial 4.0 International License.

Keywords
Consumer Trust, Consumer Behavior, Consumer Decisions, Human-Computer-Interaction, Robot, Eye Contact, Human-Likeness, Robo-Advisors