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http://dx.doi.org/10.14400/JDC.2020.18.7.101

AI speakers!, Speak with feelings - Focusing on Analysis of SNS Comments  

Kim, Joon-Hwan (Department of Paideia, Sungkyul University)
Lee, Namyeon (Department of IT Management, Hanshin University)
Publication Information
Journal of Digital Convergence / v.18, no.7, 2020 , pp. 101-110 More about this Journal
Abstract
Devices that add emotion-specific services or various functions are appearing in AI speakers and related devices. To this end, this study performed topic modeling analysis on the topics of post-purchase texts written by AI speaker users, and compared them with the data collected via survey questionnaires. Furthermore, data on the emotional intelligence of AI speakers and relationship quality were collected from 600 users and analyzed using structural equation modeling. The findings of the study are as follows: First, the analysis results of topic modeling showed that most of the articles mainly mention the functional aspects of AI speakers. Second, emotional intelligence of AI speaker perceived by consumer affected relationship quality, and relationship quality had a positive effect on customer satisfaction. Therefore, this study expands the area of AI research by integrating the concept of emotional intelligence and relationship quality to provide new theoretical and practical implications.
Keywords
AI Speaker; Emotional Intelligence; Relationship Quality; Text Mining; SNS Comments;
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