Congratulations to Elizabeth Han, Assistant Professor in Information Systems, who has been awarded the 2023-2024 FRQSC New Academics Grant (Soutien à la recherche pour la relève professorale)
“Justice et Moralité dans les interactions humain-IA: Reconceptualisation des perceptions en matière de justice et des émotions morales”
(“Justice and Morality in Human-AI Interactions: Reconceptualizing Justice Perceptions and Moral Emotions”)
Congratulations to Elizabeth Han, Assistant Professor in Information Systems, whose research paper with co-authors Dezhi Yin (University of South Florida) and Han Zhang (Georgia Institute of Technology) titled “Chatbot Empathy in Customer Service: When It Works and When It Backfires” has been selected 2022 Best Paper Runner-Up by the Association for Information Systems (AIS) - Special Interest Group on Human Computer Interaction (SIGHCI).
Authors: Elizabeth Han, Dezhi Yin and Han Zhang
Publication: Information Systems Research, Forthcoming
Published online Articles in Advance: December 2, 2022
Abstract:
Artificial intelligence chatbots that show positive feelings — such as adding an “I am excited to do so!” or a few exclamation marks — do not necessarily translate into positive reactions or contribute to higher customer satisfaction, according to a recent study by researchers from the University of South Florida, the Georgia Institute of Technology and McGill University.
