Key Qualities of Conversational Chatbots - the PEACE Model
summary
Large-scale survey on Amazon Mechanical Turk collects 1,000 responses and after filtering analyzes 536 US participants, using the Toronto Empathy Questionnaire, Confirmatory Factor Analysis and Structural Equation Modeling to validate a four-factor PEACE model. The model shows Politeness, Entertainment, Attentive Curiosity, and Empathy reliably predict intention to use chatbots, with fit indices, path loadings and R² supporting the claims; politeness gates information sharing, entertainment boosts adoption, and empathy and active listening drive acceptance.
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