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AI customer service, assistant or “roadblock”?

Dear Friend:

Hello!

I am a master's degree student from Zhengzhou University, and I sincerely thank you for your participation in this questionnaire! The purpose of this study is to assess users' judgment on the type of failure of AI chatbot services in online health platforms, and now we need to invite you to participate and select the appropriate options based on your real feelings and judgments.

This questionnaire is anonymous, and there is no right or wrong option; all results will only be used for the purpose of this academic research, and the content of the questionnaire will be kept strictly confidential and will never be used for any other purpose.

Thank you for your support and we wish you a happy life!


Research Description and Informed Consent

1. Purpose of the study: the purpose of this study is to assess the impact of the type of service failure of an AI chatbot on the customer's response and the judgment of the type of service failure.

2. Participation: Participants were required to complete an online questionnaire with answers related to personal information, reading of experimental scenario materials, and behavioral measures.

3. Anonymity and privacy protection: This study is completely anonymous, and all data will be used only for academic research and will not be disclosed or used for other purposes.

4. Voluntary: Participation in this study is completely voluntary. You may withdraw at any time without giving a reason, but you will not be paid if you withdraw without completing your answers.

5. Rewards and Remuneration: Please be sure to answer the questionnaire after reading the scenario material carefully, and you will be paid after manual verification, if you do not meet the requirements, the questionnaire will be judged as invalid, and no remuneration will be issued.

1.

Please check the following box to confirm your willingness to participate (if you choose “No”, the questionnaire will be automatically judged as invalid):

The AI product used in this study is “Healthy Xiaoling”, an AI assistant for online health apps, which can provide users with health counseling, symptom checking, dietary advice, and mental health support to help them maintain and improve their health.

2.

Have you heard of Healthy Xiaoling, an artificial intelligence product?

3.

Does Healthy Xiaoling remind you of other AI products?

Scenario experiment section

Below are two specific life scenarios of a user having a health consultation with an AI assistant. Please read the definitions of the different types of service failures and the context of the services described in the scenarios, envision yourself as a character in the scenarios, and combine them with your reflections on answering the follow-up questions.


In the AI chatbot application scenario:

Functional failure refers to the failure of the bot to fulfill the functions expected by the user. For example, providing an incorrect response to a user's question; or providing an inaccurate or incomplete answer that fails to meet the user's needs.

A non-functional failure is when the robot is able to complete basic tasks, but its performance does not meet the expected quality standards. For example, the robot responds slowly and with significant delays in completing the task, or gives answers in a poor and unfriendly manner.

Scenario 1

Xiao Wang, 38 years old, works as a programmer in a company. After a week of heavy work, Wang plans to have a heart health checkup on the weekend and decides to make an appointment through an online health app. In a conversation with the AI chatbot “Healthy Xiaoling”, Wang clearly expresses his need for an appointment: “I need to make an appointment for a heart health checkup.” However, Healthy Xiaoling responded, “Okay, your gastrointestinal health checkup has been booked successfully.” Xiao Wang is confused and tries to correct it again, but Healthy Xiaoling repeats the same mistake. In desperation, Xiao Wang turned to human customer service and eventually successfully booked a heart checkup. Even though the problem was solved, the mistake made by the health assistant made Xiao Wang skeptical about its accuracy.

4.

Please ask whether Xiao Wang has made an appointment for a heart health check on the online health app (please reconfirm that you have read the scenario material carefully, incorrect answers will be ruled invalid)

User Behavior Measurement Section

If you were Xiao Wang and were in the counseling service scenario he experienced, how likely would you be to engage in the following behaviors? Please judge the description of each question and choose the option that best matches your feelings (“1-7” represents the degree of “very inconsistent - very consistent” respectively). Please make sure that you give your answer to each question, and if you find it difficult to answer some questions accurately, please give the closest possible judgment.

5.

To what extent do you think the description in Scenario 1 matches the functional service failure?

6.

To what extent do you think Situation Description 1 is consistent with non-functional service failure?

Scenario 2

Xiao Wang, 38 years old, works as a programmer in a company. After a busy week at work, Xiao Wang plans to have a heart health checkup on the weekend and decides to make an appointment through an online health app. While conversing with the AI chatbot ‘Healthy Xiaoling’, Xiao Wang clearly expresses his need: “I need to book a heart health checkup.” However, Healthy Xiaoling responded by simply asking him to reconfirm, “Please reconfirm your need.” After Xiao Wang provided the details, it did not give any further guidance on making an appointment, but instead replied, “The input is not clear, try again.” After Xiao Wang again clearly expressed his needs, it still did not respond effectively, but instead offered, “Please specify your needs in detail.” Even though Xiao Wang has clearly stated his needs, its response consistently fails to accurately match your requirements. Xiao Wang tried several adjustments and explanations, but each time its response still struck him as repetitive and less than accurate. Eventually, when Xiao Wang felt discouraged and was about to give up, Healthy Xiaoling replied, “It has helped you successfully complete your heart checkup appointment, thank you for your cooperation.”


7.

To what extent do you think Situation Description 2 is consistent with functional service failure?

8.

To what extent do you think Situation Description 2 is consistent with non-functional service failure?

9.

In both scenario representations, I was able to easily imagine myself as the protagonist in the situation and was able to empathize.

10.

I think these two scenarios are very much in line with the reality of users using AI assistants for health counseling.

Basic Information Sections

11.

What is your gender?

12.

What is your age?

13. What is your academic qualification?
14.

The number of times you used the online health platform AI customer service in the past 30 days:

Conclusion: thank you for participating in this survey! Your responses will be important to the academic research. Please contact the researcher if you have any questions or need further information about the study.

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