Should AI-Based, conversational digital assistants employ social- or task-oriented interaction style? A task-competency and reciprocity perspective for older adults

Abstract

This study investigates whether social- versus task-oriented interaction of virtual shopping assistants differentially benefits low versus high Internet competency older consumers with respect to social (perceived interactivity, trust), cognitive (perceived information load), functional (self-efficacy, perceived ease of use, perceived usefulness), and behavioral intent (website patronage intent) outcomes in an online shopping task. A total of 121 older adults (61–89 years) participated in a laboratory experiment with a 2 (digital assistant interaction style: (social-vs. task-oriented) × 2 (user Internet competency: low vs. high) × 2 (user exchange modality: text vs. voice) between-subjects design. The results revealed that users' Internet competency and the digital assistant's conversational style had significant interaction effects on social, functional, and behavioral intent outcomes. Social-oriented digital assistants lead to superior social outcomes (enhanced perceptions of two-way interactivity and trust in the integrity of the site) for older users with high Internet competency, who need less task-related assistance. On the other hand, low-competency older users showed significantly superior cognitive (lower perceived information load) and functional outcomes (greater perceived ease and self-efficacy of using the site) when the digital assistant employed a task-oriented interaction style. Theoretical and agent design implications are discussed.