The Impact Of Service-oriented Ai’s Communication Strategy On Users’ Attitudes

With the rapid development of emerging technologies such as artificial intelligence(AI),AI is receiving increasing attention from governments and industries.The Digital China Strategy proposed by the Central Committee of the Communist Party of China and the State Council requires the empowerment of AI technology for physical industries.Many enterprises are also continuously advancing their digitalization efforts,applying AI technology to production,operations,and expanding into the service sector to replace human workers and save labor costs.As a result,service-oriented artificial intelligence has emerged and demonstrated excellent service performance,liberating a large number of labor forces in frontline service positions and effectively empowering the production and operation of enterprises.Service-oriented artificial intelligence can generally be divided into two categories:online intelligent customer service and offline AI robots.Both forms of serviceoriented AI have permeated various fields and have had a disruptive impact on the service industry.However,despite the positive trends,many users exhibit aversion or resistance towards service-oriented artificial intelligence,leading to their unwillingness to accept AI services,cooperate in interactions with AI,and express dissatisfaction with AI service failures.Therefore,improving users’ negative attitudes towards service-oriented artificial intelligence has become a problem of interest in both industry and academia.Existing research has already demonstrated the advantages of AI services compared to human employee services.However,few studies have focused on the potential disadvantages of AI services,particularly in analyzing the specific stages of service interactions.To address the gaps in existing research,this study takes the provision of services by serviceoriented artificial intelligence to users as the research background and primarily explores the mechanisms through which users’ attitudes are influenced during different interaction stages.The present study is based on explanatory theories such as the level of explanation theory,the theory of planned behavior,and the cognitiveaffective system theory.It comprehensively employs methods such as literature analysis,sentiment analysis,topic analysis,system dynamics,situational experiments,and evolutionary game theory.The focus of this research is to explore the impact of communication strategies employed by service-oriented artificial intelligence on users’ perceived attitudes.By using a comprehensive research approach that combines sentiment analysis,topic analysis,and system dynamics,the study analyzes differences in users’ attitudes,divides different stages of service interaction and identifies core issues and underlying patterns within each interaction stage,providing guidance and support for subsequent research.In subsequent research,situational experiments and evolutionary game methods are employed to examine the impact of communication strategies employed by service-oriented artificial intelligence on users during the feedback stage,real-time stage,and feedback stage,as well as the behavioral strategy choices of users and enterprises in complex interaction scenarios.Specifically,the research includes:(1)"The impact mechanism of anthropomorphic communication by artificial intelligence on users’ willingness to use during the feedback communication stage";(2)"The impact mechanism of value-oriented communication by artificial intelligence on users’ willingness to co-create value during the real-time communication stage";(3)"The impact mechanism of self-deprecating communication by artificial intelligence on users’ willingness to tolerate during the feedback communication stage."The findings reveal that during the feedback communication stage,anthropomorphic communication significantly influences users’willingness to use,which is mediated by psychological distance,with the effect of anthropomorphic communication strategies being moderated by consumption contexts.During the real-time communication stage,valueoriented communication strategies significantly influence users,willingness to co-create value,with the impact being mediated by users’perceived match and perceived behavioral control.Additionally,users’traditionalism moderates the influence of defensive communication on perceived behavioral control,while anthropomorphic communication moderates the influence of developmental communication on perceived match.During the feedback communication stage,self-deprecating communication strategies have a significant positive impact on users,willingness to tolerate,with the effect being mediated by users’ perceived sincerity and perceived intelligence.Furthermore,a sense of power moderates the influence of self-deprecation on perceived sincerity,and failure types moderate the influence of humor on perceived intelligence.This study makes significant theoretical contributions to the field of user interaction with service-oriented artificial intelligence.First,the research analyzes the causes of users’ negative attitudes in AI service interactions,divides the human-machine interaction process into three stages,and identifies the primary issues in each stage.Second,the study examines the mechanisms through which various communication strategies employed by AI impact the entire process from a three-stage perspective,and proposes combinations and selection of communication strategies in complex service scenarios.Third,the research provides a comprehensive theoretical framework for understanding the related mechanisms of service-oriented artificial intelligence,enriching the research content in areas such as AI services,human-machine interaction,and user perceived attitudes.Fourth,it introduces new research scenarios and perspectives in the areas of user acceptance and adoption,value cocreation,and service recovery,broadening the boundaries of explanation.From a practical standpoint,the conclusions of this study provide guidance for optimizing the practical application of service-oriented artificial intelligence in enterprises,enriching the communication strategies that can be adopted during the service process.Moreover,it emphasizes the importance of using appropriate communication strategies based on the different interaction stages,which can better promote the positive development of service-oriented artificial intelligence and realize its dual value for both enterprises and users.