Publication: Empathic voice assistants: Enhancing consumer responses in voice commerce
Empathic voice assistants: Enhancing consumer responses in voice commerce
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Mari, A., Mandelli, A., & Algesheimer, R. (2024). Empathic voice assistants: Enhancing consumer responses in voice commerce. Journal of Business Research, 175, 114566. https://doi.org/10.1016/j.jbusres.2024.114566
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Artificial intelligence (AI)-enabled voice assistants (VAs) are transforming firm-customer interactions but often come across as lacking empathy. This challenge may cause business managers to question the overall effectiveness of VAs in shopping contexts. Recognizing empathy as a core design element in the next generation of VAs and the limits of scenario-based studies in voice commerce, this article investigates how empathy exhibited by an existing AI agent (Alexa) may alter consumer shopping responses. AI empathy moderates the origi
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Mari, A., Mandelli, A., & Algesheimer, R. (2024). Empathic voice assistants: Enhancing consumer responses in voice commerce. Journal of Business Research, 175, 114566. https://doi.org/10.1016/j.jbusres.2024.114566
