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Understanding the Design Elements Affecting User Acceptance of Intelligent Agents: Past, Present and Future

Author

Listed:
  • Edona Elshan

    (University of St. Gallen)

  • Naim Zierau

    (University of St. Gallen)

  • Christian Engel

    (University of St. Gallen)

  • Andreas Janson

    (University of St. Gallen)

  • Jan Marco Leimeister

    (University of St. Gallen
    University of Kassel)

Abstract

Intelligent agents (IAs) are permeating both business and society. However, interacting with IAs poses challenges moving beyond technological limitations towards the human-computer interface. Thus, the knowledgebase related to interaction with IAs has grown exponentially but remains segregated and impedes the advancement of the field. Therefore, we conduct a systematic literature review to integrate empirical knowledge on user interaction with IAs. This is the first paper to examine 107 Information Systems and Human-Computer Interaction papers and identified 389 relationships between design elements and user acceptance of IAs. Along the independent and dependent variables of these relationships, we span a research space model encompassing empirical research on designing for IA user acceptance. Further we contribute to theory, by presenting a research agenda along the dimensions of the research space, which shall be useful to both researchers and practitioners. This complements the past and present knowledge on designing for IA user acceptance with potential pathways into the future of IAs.

Suggested Citation

  • Edona Elshan & Naim Zierau & Christian Engel & Andreas Janson & Jan Marco Leimeister, 2022. "Understanding the Design Elements Affecting User Acceptance of Intelligent Agents: Past, Present and Future," Information Systems Frontiers, Springer, vol. 24(3), pages 699-730, June.
    • Handle: RePEc:spr:infosf:v:24:y:2022:i:3:d:10.1007_s10796-021-10230-9
    DOI: 10.1007/s10796-021-10230-9
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    References listed on IDEAS

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    1. Nicolas Pfeuffer & Alexander Benlian & Henner Gimpel & Oliver Hinz, 2019. "Anthropomorphic Information Systems," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 61(4), pages 523-533, August.
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    4. Linus Kendall & Bidisha Chaudhuri & Apoorva Bhalla, 2020. "Understanding Technology as Situated Practice: Everyday use of Voice User Interfaces Among Diverse Groups of Users in Urban India," Information Systems Frontiers, Springer, vol. 22(3), pages 585-605, June.
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    8. Aaron C. Elkins & Douglas C. Derrick, 2013. "The Sound of Trust: Voice as a Measurement of Trust During Interactions with Embodied Conversational Agents," Group Decision and Negotiation, Springer, vol. 22(5), pages 897-913, September.
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    Cited by:

    1. Abdul Wali & Saipunidzam Mahamad & Suziah Sulaiman, 2023. "Task Automation Intelligent Agents: A Review," Future Internet, MDPI, vol. 15(6), pages 1-20, May.
    2. Mathis Poser & Gerrit C. Küstermann & Navid Tavanapour & Eva A. C. Bittner, 2022. "Design and Evaluation of a Conversational Agent for Facilitating Idea Generation in Organizational Innovation Processes," Information Systems Frontiers, Springer, vol. 24(3), pages 771-796, June.
    3. Babak Abedin & Christian Meske & Iris Junglas & Fethi Rabhi & Hamid R. Motahari-Nezhad, 2022. "Designing and Managing Human-AI Interactions," Information Systems Frontiers, Springer, vol. 24(3), pages 691-697, June.

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