Andreas Janson
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Dr.
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Janson
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Andreas
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andreas.janson@unisg.ch
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+41 71 224 2592
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  • Publication
    Disentangling Trust in Voice Assistants - A Configurational View on Conversational AI Ecosystems
    ( 2023)
    Janson, Andreas
    ;
    Schmitt, Anuschka
    ;
    Bevilacqua, Tatjana
    Voice assistants’ (VAs) increasingly nuanced and natural communication via artificial intelligence (AI) opens up new opportunities for the experience of users, providing task assistance and automation possibilities, and also offer an easy interface to digital services and ecosystems. However, VAs and according ecosystems face various problems, such as low adoption and satisfaction rates as well as other negative reactions from users. Companies, therefore, need to consider what contributes to user satisfaction of VAs and related conversational AI ecosystems. Key for conversational AI ecosystems is the consideration of trust due to their agentic and pervasive nature. Nonetheless, due to the complexity of conversational AI ecosystems and different trust sources involved, we argue that we need a more detailed understanding about trust. Thus, we propose a configurational view on conversational AI ecosystems that allows us to disentangle the complex and interrelated factors that contribute to trust in VAs. We examine with a configurational approach and a survey study, how different trust sources contribute to the outcomes of conversational AI ecosystems, i.e., in our case user satisfaction. The results of our study show four distinct patterns of trust source configurations. Vice versa, we show how trust sources contribute to the absence of the outcome, i.e., user satisfaction. The derived implications provide a configurative theoretical understanding for the role of trust sources for user satisfaction that provides practitioners useful guidance for more trustworthy conversational AI ecosystems.
    Type: conference paper
    Journal: Annual Meeting of the Academy of Management (AOM)
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/117220
  • Publication
    How Conversational Agents Relieve Teams from Innovation Blockages
    ( 2022-08-09)
    Elshan, Edona
    ;
    Zierau, Naim
    ;
    Janson, Andreas
    ;
    Leimeister, Jan Marco
    Innovation is one of the most important antecedents of a company's competitive advantage and long-term survival. Prior research has alluded to teamwork being a primary driver of a firm's innovation capacity. Still, many firms struggle with providing an environment that supports innovation teams in working efficiently together. Thereby, a team's failure can be attributed to several factors, such as inefficient working methods or a lack of internal communication that leads to so-called innovation blockages. There are a number of approaches that are targeted at supporting teams to overcome innovation blockages, but they mainly focus on the collaboration process and rarely consider the needs and potentials of individual team members. In this paper, we argue that Conversational Agents (CAs) can efficiently support teams in overcoming innovation blockages by enhancing collaborative work practices and, specifically, by facilitating the contribution of each individual team member. To that end, we design a CA as a team facilitator that provides nudges to reduce innovation blocking actions according to requirements we systematically derived from scientific literature and practice. Based on a rigorous evaluation, we demonstrate the potential of CAs to reduce the frequency of innovation blockages. The research implications for the development and deployment of CAs as team facilitators are explored.
    Type: conference paper
    Journal: Annual Meeting of the Academy of Management (AOM)
    DOI: 10.5465/AMBPP.2022.15648abstract
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/108399
  • Publication
    Exploring the Dynamics of Affordance Actualization – A Configurational View on Voice Assistants
    ( 2022-08-09)
    Janson, Andreas
    Voice assistants’ (VAs) increasingly nuanced and natural communication opens up new opportunities for the experience of users, providing task assistance and automation possibilities, and also offer an easy interface to digital services and ecosystems. However, VAs face various problems, such as low adoption and satisfaction rates as well as other negative reactions from users. Companies, therefore, need to consider how individuals utilize VAs and what contributes to user satisfaction. Key for the design of VAs are their unique affordances and their agentic nature that distinguish these IT artifacts from non-agentic IS. A configurative and dynamic approach enables to shed light on the complex causalities underlying user outcomes with these novel systems. Consequently, we examine in this study how individuals actualize the affordances of VAs during the initial adoption stage. For this purpose, we draw on a diary study research design that examines affordance actualization processes with new VA users. We examine with a configurational approach, how the actualization of VA affordances contributes to the outcomes of VAs, i.e., in our case user satisfaction. The results of our diary study show distinct patterns of functional affordance configurations. In addition, we show that affordances unfold and evolve over time. The derived implications provide a configurative theoretical understanding for the role of VAs affordances for user satisfaction that provides practitioners useful guidance to actualize the potential of VAs.
    Type: conference paper
    Journal: Annual Meeting of the Academy of Management (AOM)
    URL: https://journals.aom.org/doi/abs/10.5465/AMBPP.2022.12829abstract
    DOI: 10.5465/AMBPP.2022.12829abstract
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/108400