Anthropomorphism—What Is Crucial?

DespiteAnthropomorphism the recognised need for human-centred design and human-like features to be assigned to chatbotChatbot AIArtificial Intelligence (AI) systems, the practice is scarce on working technological solutions that incorporate anthropomorphic interface. Such lack of anthropomorphismAnthropomorphism will inevitably lead to failures in usabilityUsability perception and thus adoption of chatbotsChatbot, and AI systems in general. To anticipate this technological disruption, there is an emergent call to provide a better understanding of the factors determining anthropomorphic structures, i.e., what is crucial for the design of human-like chatbotsChatbot that are well accepted by consumers. The current chapter addresses this challenge by testing a framework on chatbotChatbot agency. Parallel to the cognitive and emotional components, that have emerged in the current book as key drivers of chatbotChatbot efficiency, we focus our exploration on social aspects. Such exploration is expected to shed light on AIArtificial Intelligence (AI) applications as intelligent systems that provide not only algorithmic thinking, but also incorporate empathicEmpathic AI and social interaction. Special attention is dedicated to social presenceSocial presence and personal carePersonal care, distinguished as pivotal social components, from the literature audit reported hereby. Social presenceSocial presence associated with the sense of human contact, warmth, and sociability has a facilitating role when interacting with others. Personal carePersonal care seeking personal attention, understanding, and empathyEmpathy might enhance consumer satisfactionSatisfaction. Translating the above parameters in the framework of chatbotChatbot agency, we aim to map the essential requirements for interactivityInteractivity, advising design space for AIArtificial Intelligence (AI) systems that appropriately meet userUser demand. The framework of the chatbotChatbot agency is presented in detail below.