September 29, 2023

We are creating some awesome events for you. Kindly bear with us.

Developing AI-powered Chatbot for Perceived Humanness

As Artificial Intelligence (AI) and natural language processing advance, people often do not know if they are talking to a person or an AI-powered chatbot. What matters more than who or what is on the other side of the chat is the perceived humanness of the interaction.

With text-based bots becoming ubiquitous and AI-powered voice systems emerging, consumers of everything from shoes to insurance may find themselves talking to non-humans. Companies will have to decide when bots are appropriate and effective and when they are not. Researchers then developed a measurement for perceived humanness.

In the study, participants chatted with bots or human agents from companies and rated them on humanness. Sixty-three of 172 participants could not identify whether they were interacting with a human or a machine. But whether the interaction featured AI or not, higher scores of perceived humanness led to greater consumer trust in the companies.

If people felt like if it was human—either with really good AI or with a real person—then they felt like the organisation was investing in the relationship. People think that the company is trying to create good interaction and the company put some time or resources into this, and therefore they trust the organisation.

– Tom Kelleher, Ph.D., Advertising Professor, College of Journalism and Communications, University of Florida 

Researchers started studying how language affects customer trust more than a decade ago when blogging culture introduced a conversational approach to the stuffy, stilted language businesses tended to bludgeon their customers with.

Companies noticed that as jargon waned, consumer trust, satisfaction and commitment grew. The new study shows that the same holds true with chatbots and other online interactions, and can be applied to bots and humans alike.

As AI-powered interfaces blossom, even expanding to include animated avatars that look human, ethical issues will follow. Should companies disclose when customers are interacting with a non-human agent? What if the helper is a hybrid: A person assisted by AI? Are there areas where consumers will not accept bots, such as health care, or situations where they might prefer a non-human?

“If I’m just trying to get an insurance quote, I would almost rather put something into an app than have to make small talk about the weather. But later on, if my house floods, I’m going to want to talk to a real person. As the metaverse evolves, understanding when to employ AI and when to employ real people will be an increasingly important business decision,” Kelleher said.

As reported by OpenGov Asia, a new report showed that Artificial Intelligence (AI) has reached a critical turning point in its evolution. Substantial advances in language processing, computer vision and pattern recognition mean that AI is touching people’s lives daily—from helping people to choose a movie to aid in medical diagnoses.

With that success, however, comes a renewed urgency to understand and mitigate the risks and downsides of AI-driven systems, such as algorithmic discrimination or the use of AI for deliberate deception. Computer scientists must work with experts in the social sciences and law to assure that the pitfalls of AI are minimised.

The report – Gathering Strength, Gathering Storms: The One Hundred Year Study on Artificial Intelligence (AI100) 2021 Study Panel Report – aims to monitor the progress of AI and guide its future development. This new report, the second to be released by the AI100 project, assesses developments in AI between 2016 and 2021.

In terms of AI advances, the panel noted substantial progress across subfields of AI, including speech and language processing, computer vision and other areas. Much of this progress has been driven by advances in machine learning techniques, particularly deep learning systems, which have leapt in recent years from the academic setting to everyday applications.

Recommended Stories


Qlik’s vision is a data-literate world, where everyone can use data and analytics to improve decision-making and solve their most challenging problems. A private company, Qlik offers real-time data integration and analytics solutions, powered by Qlik Cloud, to close the gaps between data, insights and action. By transforming data into Active Intelligence, businesses can drive better decisions, improve revenue and profitability, and optimize customer relationships. Qlik serves more than 38,000 active customers in over 100 countries.


CTC Global Singapore, a premier end-to-end IT solutions provider, is a fully owned subsidiary of ITOCHU Techno-Solutions Corporation (CTC) and ITOCHU Corporation.

Since 1972, CTC has established itself as one of the country’s top IT solutions providers. With 50 years of experience, headed by an experienced management team and staffed by over 200 qualified IT professionals, we support organizations with integrated IT solutions expertise in Autonomous IT, Cyber Security, Digital Transformation, Enterprise Cloud Infrastructure, Workplace Modernization and Professional Services.

Well-known for our strengths in system integration and consultation, CTC Global proves to be the preferred IT outsourcing destination for organizations all over Singapore today.


Planview has one mission: to build the future of connected work. Our solutions enable organizations to connect the business from ideas to impact, empowering companies to accelerate the achievement of what matters most. Planview’s full spectrum of Portfolio Management and Work Management solutions creates an organizational focus on the strategic outcomes that matter and empowers teams to deliver their best work, no matter how they work. The comprehensive Planview platform and enterprise success model enables customers to deliver innovative, competitive products, services, and customer experiences. Headquartered in Austin, Texas, with locations around the world, Planview has more than 1,300 employees supporting 4,500 customers and 2.6 million users worldwide. For more information, visit


SIRIM is a premier industrial research and technology organisation in Malaysia, wholly-owned by the Minister​ of Finance Incorporated. With over forty years of experience and expertise, SIRIM is mandated as the machinery for research and technology development, and the national champion of quality. SIRIM has always played a major role in the development of the country’s private sector. By tapping into our expertise and knowledge base, we focus on developing new technologies and improvements in the manufacturing, technology and services sectors. We nurture Small Medium Enterprises (SME) growth with solutions for technology penetration and upgrading, making it an ideal technology partner for SMEs.


HashiCorp provides infrastructure automation software for multi-cloud environments, enabling enterprises to unlock a common cloud operating model to provision, secure, connect, and run any application on any infrastructure. HashiCorp tools allow organizations to deliver applications faster by helping enterprises transition from manual processes and ITIL practices to self-service automation and DevOps practices. 


IBM is a leading global hybrid cloud and AI, and business services provider. We help clients in more than 175 countries capitalize on insights from their data, streamline business processes, reduce costs and gain the competitive edge in their industries. Nearly 3,000 government and corporate entities in critical infrastructure areas such as financial services, telecommunications and healthcare rely on IBM’s hybrid cloud platform and Red Hat OpenShift to affect their digital transformations quickly, efficiently and securely. IBM’s breakthrough innovations in AI, quantum computing, industry-specific cloud solutions and business services deliver open and flexible options to our clients. All of this is backed by IBM’s legendary commitment to trust, transparency, responsibility, inclusivity and service.

Send this to a friend