Anuschka Schmitt
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Schmitt
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Anuschka
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anuschka.schmitt@unisg.ch
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+41 71 224 3225

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  • Publication
    The Role of AI-Based Artifacts’ Voice Capabilities for Agency Attribution
    ( 2023-07-04)
    Anuschka Schmitt
    ;
    Naim Zierau
    ;
    Andreas Janson
    ;
    Jan Marco Leimeister
    The pervasiveness and increasing sophistication of artificial intelligence (AI)-based artifacts within private, organizational, and social realms change how humans interact with machines. Theorizing about the way humans perceive AI-based artifacts is crucial to understanding why and to what extent humans deem these as competent for, i.e., decision-making, yet has traditionally taken a modality-agnostic view. In this paper, we theorize about a particular case of interaction, namely that of voice-based interaction with AI-based artifacts. The capabilities and perceived naturalness of such artifacts, fueled by continuous advances in natural language processing, induce users to deem an artifact as able to act autonomously in a goal-oriented manner. We argue that there is a positive direct relationship between the voice capabilities of an artifact and users’ agency attribution, ultimately obscuring the artifact’s true nature and competencies. This relationship is further moderated by an artifact’s actual agency, uncertainty, and user characteristics.
    Type: journal article
    Journal: Journal of the Association for Information Systems (JAIS)
    Volume: 24
    Issue: 4
    URL: https://aisel.aisnet.org/jais/vol24/iss4/7/
    DOI: 10.17705/1jais.00827
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/117368
    Scopus© Citations 3
  • Publication
    Voice bots on the frontline: Voice-based interfaces enhance flow-like consumer experiences & boost service outcomes
    ( 2022-06-21)
    Zierau, Naim
    ;
    Hildebrand, Christian Alexander
    ;
    Bergner, Anouk Samantha
    ;
    Busquet I Segui, Francesc
    ;
    Schmitt, Anuschka
    ;
    Leimeister, Jan Marco
    Voice-based interfaces provide new opportunities for firms to interact with consumers along the customer journey. The current work demonstrates across four studies that voice-based (as opposed to text-based) interfaces promote more flow-like user experiences, resulting in more positively-valenced service experiences, and ultimately more favorable behavioral firm outcomes (i.e., contract renewal, conversion rates, and consumer sentiment). Moreover, we also provide evidence for two important boundary conditions that reduce such flow-like user experiences in voice-based interfaces (i.e., semantic disfluency and the amount of conversational turns). The findings of this research highlight how fundamental theories of human communication can be harnessed to create more experiential service experiences with positive downstream consequences for consumers and firms. These findings have important practical implications for firms that aim at leveraging the potential of voice-based interfaces to improve consumers' service experiences and the theory-driven ''conversational design'' of voice-based interfaces.
    Type: journal article
    Journal: Journal of the Academy of Marketing Science (JAMS)
    Volume: 51
    Issue: 4
    URL: https://link.springer.com/article/10.1007/s11747-022-00868-5
    DOI: 10.1007/s11747-022-00868-5
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/108596
    Scopus© Citations 22
  • Publication
    Voice as a Contemporary Frontier of Interaction Design
    ( 2021)
    Schmitt, Anuschka
    ;
    Zierau, Naim
    ;
    Janson, Andreas
    ;
    Leimeister, Jan Marco
    Voice assistants’ increasingly nuanced and natural communication bears new opportunities for user experiences and task automation, while challenging existing patterns of human-computer interaction. A fragmented research field, as well as constant technological advancements, impede a common apprehension of prevalent design features of voice-based interfaces. As part of this study, 86 papers across domains are systematically identified and analysed to arrive at a common understanding of voice assistants. The review highlights perceptual differences to other human-computer interfaces and points out relevant auditory cues. Key findings regarding those cues’ impact on user perception and behaviour are discussed along with the three design strategies 1) personification, 2) individualization and 3) contextualization. Avenues for future research are lastly deducted. Our results provide relevant opportunities to researchers and designers alike to advance the design and deployment of voice assistants.
    Type: conference paper
    Journal: European Conference on Information Systems (ECIS)
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/111309