Individuals prefer conversational AI over search engines for informational queries, expecting better learning. However, the narrative elements in conversational AI distract users, leading to lower recall performance and overestimation of knowledge. This discrepancy between perceived and actual knowledge creates a knowledge gap, which attenuates when users have explicit recall goals
“So, Here is the Thing”: Narrative Conversational Agents Create a Knowledge Gap / Aka, Ada; Lefkeli, Deniz; Pikal, Konstantin. - Volume 52, (2024), pp. - (Association for Consumer Research, Paris, September 26-29, 2024).
“So, Here is the Thing”: Narrative Conversational Agents Create a Knowledge Gap
Deniz Lefkeli
;
2024
Abstract
Individuals prefer conversational AI over search engines for informational queries, expecting better learning. However, the narrative elements in conversational AI distract users, leading to lower recall performance and overestimation of knowledge. This discrepancy between perceived and actual knowledge creates a knowledge gap, which attenuates when users have explicit recall goals
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