(Wo)Man or Machine: The Differences Between Human-Human and Human-Machine Social Interactions

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School of Business | Bachelor's thesis
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Degree programme
Tieto- ja palvelujohtaminen
This thesis focuses on the main differences between human-human and human-AI social interactions. As chatbots and other AI-operated programs gain a stronger foothold in the modern world and the field of customer service, investigating these entities and what possibilities they offer is crucial. This thesis offers thorough research about chatbots and how humans communicate with them. The thesis will look at various behavioural factors and dig deep into certain pre-existing prejudices that might affect the human-AI social experience. This thesis aims to offer a comprehensive study that compares how humans interact with one another versus with artificial agents. By doing so, I will be able to make clear distinctions about humans versus chatbots as a customer service operative, and whether or not artificial intelligence can be considered the future of customer service. The research is based on pre-existing literature, making this thesis a literature review. The thesis consists of a variety of academic articles that will provide an inclusive introduction to artificial intelligence and more specifically, chatbots.
Thesis advisor
Viitasaari, Lauri
artificial intelligence, chatbots, human-machine, human-human, social interaction, technology
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