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Secondary Mental Models: Introducing Conversational Agents in Financial Advisory Service Encounters


Eckhardt, Sven; Bucher, Andreas; Kalunder, Madlaina; Dolata, Mateusz; Agotai, Doris; Schwabe, Gerhard (2023). Secondary Mental Models: Introducing Conversational Agents in Financial Advisory Service Encounters. In: Forty-Fourth International Conference on Information Systems, Hyderabad, India, 9 December 2023 - 13 December 2023. Association for Information Systems, online.

Abstract

When introducing unfamiliar Artificial Intelligence (AI)-based systems, such as conversational agents (CAs), one needs to ensure that users interact with them according to their design. While past research has studied single-user environments, many practical settings involve multiple parties. This study addresses this gap and focuses on financial advisory service encounters and how mental models evolve in multi-party contexts. A multimodal interactive CA is developed and tested in financial consultations with 24 clients. The observations of these consultations and subsequent interviews provide insights into the challenges of using CAs in unfamiliar contexts. The clients have difficulties effectively using the system. This is linked to the institutional setting of financial advisory service encounters and a mismatch between the designer’s conceptual model and the client’s mental model, which we call secondary mental model.

Abstract

When introducing unfamiliar Artificial Intelligence (AI)-based systems, such as conversational agents (CAs), one needs to ensure that users interact with them according to their design. While past research has studied single-user environments, many practical settings involve multiple parties. This study addresses this gap and focuses on financial advisory service encounters and how mental models evolve in multi-party contexts. A multimodal interactive CA is developed and tested in financial consultations with 24 clients. The observations of these consultations and subsequent interviews provide insights into the challenges of using CAs in unfamiliar contexts. The clients have difficulties effectively using the system. This is linked to the institutional setting of financial advisory service encounters and a mismatch between the designer’s conceptual model and the client’s mental model, which we call secondary mental model.

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Additional indexing

Item Type:Conference or Workshop Item (Paper), not_refereed, original work
Communities & Collections:03 Faculty of Economics > Department of Informatics
Dewey Decimal Classification:000 Computer science, knowledge & systems
Scope:Discipline-based scholarship (basic research)
Language:English
Event End Date:13 December 2023
Deposited On:11 Jan 2024 13:49
Last Modified:06 Mar 2024 14:40
Publisher:Association for Information Systems
Series Name:ICIS 2023 Proceedings
Number:10
ISBN:978-1-958200-07-0
OA Status:Green
Free access at:Official URL. An embargo period may apply.
Official URL:https://aisel.aisnet.org/icis2023/iot_smartcity/iot_smartcity/10/
Other Identification Number:merlin-id:24250
  • Content: Published Version
  • Language: English