Header

UZH-Logo

Maintenance Infos

When a computer speaks institutional talk: Exploring challenges and potentials of virtual assistants in face-to-face advisory services


Dolata, Mateusz; Kilic, Mehmet; Schwabe, Gerhard (2019). When a computer speaks institutional talk: Exploring challenges and potentials of virtual assistants in face-to-face advisory services. In: 52nd Hawaii International Conference on System Sciences (HICSS 2019) Maui, Hawaii, Maui, 8 January 2019 - 8 January 2019, 105-114.

Abstract

Advisory services are a highly sensitive form of collaboration: they rely on a clear distribution of roles between human participants who act according to an implicit set of practices and scripts. As such, they do not offer a specific role to a virtual assistant. At the same time, the technological improvements make the promise that institutional settings may be soon complemented with technology that allows for asking questions using natural speech, understands the context, and provides answers based on online processing of data. This article explores challenges and potentials of virtual assistants in advisory services while analyzing data from interviews and a workshop with clients and advisors from financial advisory services. It links the insights from the field with the institutional talk perspective. The findings unveil, that the concerns and hopes of potential users relate to their position and an implicit understanding of what an advisory service is about. This calls for careful and attentive design approach towards virtual assistants in advisory services.

Abstract

Advisory services are a highly sensitive form of collaboration: they rely on a clear distribution of roles between human participants who act according to an implicit set of practices and scripts. As such, they do not offer a specific role to a virtual assistant. At the same time, the technological improvements make the promise that institutional settings may be soon complemented with technology that allows for asking questions using natural speech, understands the context, and provides answers based on online processing of data. This article explores challenges and potentials of virtual assistants in advisory services while analyzing data from interviews and a workshop with clients and advisors from financial advisory services. It links the insights from the field with the institutional talk perspective. The findings unveil, that the concerns and hopes of potential users relate to their position and an implicit understanding of what an advisory service is about. This calls for careful and attentive design approach towards virtual assistants in advisory services.

Statistics

Citations

Dimensions.ai Metrics

Altmetrics

Downloads

10 downloads since deposited on 22 Aug 2019
10 downloads since 12 months
Detailed statistics

Additional indexing

Item Type:Conference or Workshop Item (Paper), refereed, original work
Communities & Collections:03 Faculty of Economics > Department of Informatics
Dewey Decimal Classification:000 Computer science, knowledge & systems
Language:English
Event End Date:8 January 2019
Deposited On:22 Aug 2019 12:05
Last Modified:25 Sep 2019 00:43
Publisher:Hawaii International Conference on System Sciences (HICSS)
ISBN:978-0-9981331-2-6
OA Status:Hybrid
Publisher DOI:https://doi.org/10.24251/HICSS.2019.014
Other Identification Number:merlin-id:17218

Download

Download PDF  'When a computer speaks institutional talk: Exploring challenges and potentials of virtual assistants in face-to-face advisory services'.
Preview
Content: Accepted Version
Language: English
Filetype: PDF
Size: 692kB
View at publisher