IDEAS home Printed from https://ideas.repec.org/a/aza/airwa0/y2023v2i4p361-368.html
   My bibliography  Save this article

Measuring effectiveness of AI-based virtual service assistants by user mental health improvement: A research agenda

Author

Listed:
  • Maity, Devdeep

    (Department of Business Administration, USA)

  • Munnukka, Juha

    (School of Business, Finland)

  • Gangadharan, Ashwini

    (Department of Business Administration, USA)

Abstract

This paper argues that traditional performance measures of artificial intelligence (AI)-based virtual service assistants (VSAs) fall short of capturing the human-like attributes of VSAs, their influences on human partners, and hence a VSA’s true potential. The current study suggests that the effectiveness of VSAs can be measured by examining the variables related to mental health improvements of the consumers or human partners as a direct result of their conversations, companionship and engagement with the VSAs. The paper presents a research agenda, highlighting the role of perceived leadership of the AI-based VSAs, consumer engagement with VSAs and the subsequent social support of the VSAs to their consumers. It suggests that the aforementioned will result in the enhancement of a variety of coping skills such as problem solving, emotional and time-focused coping, and a subsequent overall increase of trust in AI-based VSAs among their consumers.

Suggested Citation

  • Maity, Devdeep & Munnukka, Juha & Gangadharan, Ashwini, 2023. "Measuring effectiveness of AI-based virtual service assistants by user mental health improvement: A research agenda," Journal of AI, Robotics & Workplace Automation, Henry Stewart Publications, vol. 2(4), pages 361-368, June.
    • Handle: RePEc:aza:airwa0:y:2023:v:2:i:4:p:361-368
    as

    Download full text from publisher

    File URL: https://hstalks.com/article/8075/download/
    Download Restriction: Requires a paid subscription for full access.
    File URL: https://hstalks.com/article/8075/
    Download Restriction: Requires a paid subscription for full access.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    More about this item

    Keywords

    virtual service assistants; artificial intelligence; mental health; coping; consumer engagement; AI leadership;
    All these keywords.

    JEL classification:

    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management
    • G2 - Financial Economics - - Financial Institutions and Services

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:aza:airwa0:y:2023:v:2:i:4:p:361-368. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Henry Stewart Talks (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.