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Scenario-Based Approach to AI’s Agency to Perform Human-Specific Tasks

Author

Listed:
  • Pelau Corina

    (Bucharest University of Economic Studies, Romania)

  • Pop Stefana

    (Bucharest University of Economic Studies, Romania)

  • Ciofu Ioana

    (Bucharest University of Economic Studies, Romania)

Abstract

The development of service robots and chatbots has changed the way companies interact with their customers. Several automated tasks have been taken over by AI, such as communication with customers, processing of orders and also other automated tasks. To measure the impact AI will have on our society, we have analyzed AI’s agency by testing different scenarios of AI’s ability to perform human-specific tasks such as having own political opinions, religious beliefs and other situations which go beyond the simple execution of tasks. The results show that consumers perceive a low probability that AI has such thoughts. However, AI with stronger anthropomorphic characteristics is more likely to have agency to perform these types of tasks. According to our study, a human-like appearance enhances the perception that AI can have political views, religious beliefs and an own identity. Moreover, people consider that AI with anthropomorphic characteristics should be responsible for their mistakes and punished if they do something wrong. In spite of this, AI, independent of its anthropomorphic characteristics, is not believed to have the ability to solve mankind problems such as reducing pollution, stabilizing the world economy or to ensure world peace. Our research also shows that men are more inclined to attribute agency to AI compared to women, which perceive a lower AI agency.

Suggested Citation

  • Pelau Corina & Pop Stefana & Ciofu Ioana, 2024. "Scenario-Based Approach to AI’s Agency to Perform Human-Specific Tasks," Proceedings of the International Conference on Business Excellence, Sciendo, vol. 18(1), pages 2311-2318.
    • Handle: RePEc:vrs:poicbe:v:18:y:2024:i:1:p:2311-2318:n:1028
    DOI: 10.2478/picbe-2024-0195
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    References listed on IDEAS

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    1. Song, Mengmeng & Zhang, Huixian & Xing, Xinyu & Duan, Yucong, 2023. "Appreciation vs. apology: Research on the influence mechanism of chatbot service recovery based on politeness theory," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
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