Knowledge Management Research (지식경영연구)

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Understanding the Impact of Perceived Empathy on Consumer Preferences for Human and AI Agents in Healthcare and Financial Services

의료 및 금융 서비스에서 인간-AI 에이전트 선호도에 소비자가 지각하는 공감 능력의 중요성이 미치는 영향

  • Received : 2024.04.25
  • Accepted : 2024.06.06
  • Published : 2024.06.30
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Abstract

This study explores variations in preferences for human and AI agents within the medical and financial services. Study 1 investigates whether there are preferential disparities between human and AI agents across these service domains. It finds that human agents are favored over AI agents in medical services, while AI agents receive greater preference in the financial services. Study 2 delves into the underlying reasons for the preference differentials between human and AI agents by assessing the significance of certain capabilities as perceived by users in each domain. The findings reveal a mediating role of perceived empathy importance in the effect of service domains on human-AI preference. Furthermore, perceived empathy is deemed a more critical capability by users for preferring human over AI agents across both service domains compared to other capabilities such as experience and agency. This research is noteworthy for elucidating the variances in preferences for human and AI agents across medical and financial services and the rationale behind these differences. It enhances our theoretical comprehension of the pivotal factors influencing preferences for human and AI agents, underscoring the significance of human experiential capabilities like empathy.

본 연구는 의료 및 금융 서비스 영역에 대해 인간과 AI 에이전트에 대한 소비자의 선호도가 어떻게 달라지는지 확인하고자 하였다. 연구 1은 각 서비스 영역에서 인간과 AI 에이전트 중 소비자가 선호하는 정도에 차이가 있는지 확인하였으며, 그 결과, 의료 서비스에 대해서는 AI 에이전트보다 인간 에이전트가 더 선호되고, 금융 서비스에서는 이와 반대로, 인간 에이전트가 보다 AI 에이전트가 더 선호되는 결과가 나타났다. 연구 2는 의료 및 금융 서비스 영역에 대한 인간-AI 에이전트 선호도가 달라지는 이유를 각 서비스 영역별로 소비자가 지각하는 특정 능력(예: 지각된 공감 능력, 경험치, 주체성)의 중요성의 차이로 설명할 수 있는지 확인하고자 하였다. 그 결과, 서비스 영역에 따른 인간-AI 에이전트 선호도 경향이 소비자가 지각하는 공감 능력의 중요성에 의해 매개된다는 것을 확인하였다. 또한, 지각된 공감 능력이 다른 능력들(경험치, 주체성)에 비해, 두 서비스 영역 간 인간-AI 에이전트 선호를 결정하는 데 더 중요한 역할을 하는 것을 확인하였다. 본 연구는 의료 및 금융 서비스 영역에 대해서 인간과 AI 에이전트에 대한 소비자의 선호도 차이와 그 이유를 확인한 연구라는 점에서 의의가 있다. 이는 인간과 AI 에이전트 선호도에 영향을 미치는 잠재적으로 중요한 요인들에 대한 이론적 이해를 확장하고, 서비스 영역에 따라, 지각된 공감 능력과 같이 인간의 경험적 역량이 인간과 AI 에이전트 선호도를 결정하는데 중요한 역할을 할 수 있다는 점을 강조한다.

Keywords

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