Voice bots on the frontline: Voice-based interfaces enhance flow-like consumer experiences & boost service outcomes
通过四项研究证明，相比文本界面，语音界面能促进消费者进入心流状态，带来更积极的服务体验和更好的企业成果（如合同续约、转化率），并发现语义不流畅和对话轮次过多会削弱这一效果。
Abstract Voice-based interfaces provide new opportunities for firms to interact with consumers along the customer journey. The current work demonstrates across four studies that voice-based (as opposed to text-based) interfaces promote more flow-like user experiences, resulting in more positively-valenced service experiences, and ultimately more favorable behavioral firm outcomes (i.e., contract renewal, conversion rates, and consumer sentiment). Moreover, we also provide evidence for two important boundary conditions that reduce such flow-like user experiences in voice-based interfaces (i.e., semantic disfluency and the amount of conversational turns). The findings of this research highlight how fundamental theories of human communication can be harnessed to create more experiential service experiences with positive downstream consequences for consumers and firms. These findings have important practical implications for firms that aim at leveraging the potential of voice-based interfaces to improve consumers’ service experiences and the theory-driven “conversational design” of voice-based interfaces.