Shopping Companions

Use of Chatbots and Voice Assistants in Everyday Life

Chatbots and voice assistants, such as Amazon Alexa or ChatGPT, are increasingly present across various sectors including healthcare, education, and customer service. They serve as intelligent companions and are desired by 38% of the AI generation as neutral advisors and loyal companions. Particularly in the shopping domain, they offer support through product information, recommendations, and advice.

Challenges in Implementing Shopping Assistants

Despite their potential, shopping assistants face practical implementation challenges. A study revealed that 44% of e-commerce chatbots were discontinued within 15 months. A reason for this could be the lack of consumer trust, especially when these assistants primarily serve corporate interests rather than those of the consumers.

The Virtual Companion Approach

A promising alternative is the "Virtual Companion" approach, where the assistant acts like a personal friend, aware of the individual preferences and context of the users. Unlike traditional chatbots, which are often tied to a provider, this approach focuses on assistance and companionship functions to promote a positive relationship between customers and providers.

Research Goals and Societal Contribution

The research aims to investigate which consumers would be most likely to use a virtual shopping companion, and to identify the designs and features of such companions that they prefer and view positively. The goal is to gain deeper insights into how chatbots as an innovative technology can be effectively designed and implemented in the online shopping context. Furthermore, the study intends to contribute to societal discourse by stimulating discussions on the role of chatbots in shopping.

Collaboration Partners:

Prof. Dr. Susanne Robra-Bissantz, Technische Universität Braunschweig

Bijan Khosrawi-Rad, Technische Universität Braunschweig