Chapter 20: Why wasn’t I ready for that? Suggestions and research directions for the use of machine agents in organizational life
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Initial interactions, point-of-sale communication, or robotic assistance, regardless of the term used, encountering a robot or intelligent machine creates different impressions and reactions from humans. At some point, such interactions will be commonplace; however, currently, little is known about these instances. This chapter examines the literature on initial interactions with machines and other non-human intelligent agents and offers suggestions for the examination and implementation of such technologies in organizations. Specific focus is given to behavioral aspects, which suggests that communication skills are key for successful human-machine interaction. Communication aspects and practices of the successful implementation and use of machines are covered. Finally, suggestions for future directions and the use of machine agents in organizational life are offered.

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