Conversing with AI: The Impact of Small Talk on Empathy and Customer Behavior

Abstract

In an era where artificial intelligence (AI) represents the first encounter with customers, AI-enabled communication plays a vital role in customer service. This research explores how AI small talk influences consumer behavior, integrating Social Penetration Theory and the Technology Acceptance Model (TAM), implying three studies.
The first study investigates the correlation between AI small talk, empathy, and positive customer behaviors. Utilizing an experimental design grounded in TAM, it examines how different levels of AI small talk affect empathy and influence customer behavior. The aim is to empirically demonstrate how small talk, through psychological mechanisms, enhances customer engagement and their perception of AI's usefulness. The second study evaluates the effectiveness of small talk based on the type of AI (human-like vs. machine-like) and the service setting (utilitarian vs. hedonic). Applying the Congruity Theory, it assesses how the congruence between AI type, service environment, and customer expectations shapes the impact of small talk. A 2x2 experimental design and ANOVA are used to discover conditions under which AI small talk optimally improves customer experience. The final study focuses on the interplay between customer personality traits (openness, extraversion, neuroticism) and AI small talk's effectiveness. This segment explores how customer personalities affect small talk and empathy dynamics. It aims to provide insights into customizing AI communication strategies to fit diverse customer personalities, thus enhancing the quality of interactions.
This research has significant implications for AI communication in customer service, expanding the framework of AI-human interaction theories with practical applications in various industries.