报告简介：Intelligent conversational agents (ICAs) are revolutionizing how humansinteract with information systems. Designed to provide human-like service, ICAsare generally evaluated by users in comparison to their human counterparts,often resulting in less-than-expected user experiences. Our research investigatesuser acceptance of ICAs in this suboptimal condition of commercial customerservice. Drawing from the dual perspectives of expectancy confirmation theoryand task technology fit theory, we theorize and test an integrated researchmodel on the collective impact of user expectancy confirmation regarding ICAcapabilities and their assessment of service-ICA fit on user acceptance.Results from a field survey of 350 users of five ICAs deployed by majorCanadian telecom service providers reveal the significant influence of bothuser expectancy confirmation with ICA capabilities and their assessment of ICAfit-to-service, with the latter playing a more prominent role in shaping useracceptance. Even though ICA performance may not always meet user expectations,users are still willing to engage with ICA services when they perceive the ICAas a fitting solution for their specific service complexity and availabilityrequirements.

报告人简介：袁雨飞，美国密西根大学计算机信息系统博士，加拿大麦克马斯特大学DeGroote商学院信息系统教授。主要研究方向包括人工智能、大数据分析、医疗信息系统，和移动商务等，在高水平期刊MIS Quarterly, Management Science, Journal ofManagement Information Systems, European Journal of Information Systems, 和European Journal of Operational Research等发表100多篇学术论文。