Hanging Out with My Pandemic Pal: Contextualizing Motivations of Anthropomorphizing Voice Assistants during COVID-19

Abstract

COVID-19 has fundamentally changed the way people connect, collaborate, and socialize. With the ongoing pandemic amplifying people’s feelings of loneliness, voice assistants are growing as a pandemic-era staple of supporting people’s well-being and mitigating feelings of disconnectedness. Combining the uses and gratification approach and theory of anthropomorphism, this study examined social attraction and social presence as drivers for people to anthropomorphize voice assistants during the COVID-19 pandemic. Further, this study investigated whether loneliness, social disconnection, and attachment can moderate the effect of social attraction and social presence on the anthropomorphism of voice assistants. Drawing on survey data from 458 US voice assistant users, the results indicated that social attraction and social presence positively affect peoples’ anthropomorphism toward voice assistants. Moreover, the moderating effects of loneliness and social disconnection were examined and found positive impacts on the effect of social presence on anthropomorphism. The findings have implications for theorizing the anthropomorphism of digital media when face-to-face communication is less available. This study is also helpful for voice assistants’ developers and brands to design these smart devices appealing to customers and fostering a more customized and more robust user-technology interaction.