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25 vocabulary flashcards capturing key concepts from the lecture on consumer preference for AI vs. human providers, anthropomorphism effects, zoonotic AI research, and sales-funnel efficiency with chatbots.
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Customer Experience Management
The strategic process of designing and reacting to customer interactions to meet or exceed expectations and increase satisfaction, loyalty, and advocacy.
Anthropomorphism
The attribution of human traits, emotions, intentions, or appearances to non-human entities such as AI agents or robots.
Uncanny Valley Hypothesis
A theory proposing a non-linear relationship between a robot’s human likeness and its likability, where entities that appear ‘almost human’ evoke feelings of eeriness or creepiness.
Zoonotic AI
AI-powered services embodied as animals rather than robots, e.g., owl chatbots or dog-like virtual assistants.
Prototypicality
The extent to which an object or representation matches a mental prototype; high prototypicality in AI design eases consumer acceptance.
Cognitive Load Theory
A psychological theory stating that mental effort is limited; increased cognitive load (e.g., linking an animal avatar to a task) can reduce adoption of AI services.
Match-up Hypothesis
The idea that marketing effectiveness improves when the characteristics of a spokesperson or design (e.g., animal avatar) are congruent with the task or product.
AI Aversion
Consumer reluctance to adopt AI-provided services, often due to perceived inability of AI to address unique customer characteristics.
Symbolic Consumption
Purchasing decisions made for the symbolic meaning of products (e.g., tattoos, art), where consumers often prefer human creators over AI.
Morally Relevant Trade-offs
Decisions involving moral implications where consumers distrust AI because it is seen as programmed to maximize outcomes regardless of ethics.
Failure Tolerance (AI)
The finding that consumers are generally more forgiving toward service failures by AI/chatbots than by human agents.
Lead
A visitor who has self-identified interest in a company’s offering, typically via forms or chat (4% conversion in the HubSpot example).
Qualified Lead
A lead assessed to have genuine purchase potential, rated 7-10 on a 10-point scale (40% of leads in the case study).
Opportunity (Sales)
A qualified lead that progresses to a meeting with a sales representative (12.5% of qualified leads in the example).
Customer (Converted)
A prospect who completes a purchase; 20% of opportunities convert in the HubSpot funnel.
Sales Funnel (HubSpot)
The staged process from visitors to customers: Visitors → Leads → Qualified Leads → Opportunities → Customers.
Conversion Rate
The percentage of individuals that move from one funnel stage to the next, e.g., leads to qualified leads.
Cost of Acquisition (CoA)
Total expense incurred to obtain one paying customer, including lead cost, salespeople salaries, and support costs.
Chatbot
An automated conversational agent that can handle customer queries, qualify leads, and potentially reduce acquisition costs.
One-time Fixed Cost (Chatbot)
An upfront investment for installing a chatbot; unlike human reps, it incurs no ongoing per-customer labor cost.
Efficiency (Sales Funnel)
The ratio of resources spent to customers gained; improved when conversion rates rise or costs drop (e.g., via chatbots).
Hedonic Task
An activity pursued for pleasure or enjoyment; zoonotic AI can outperform robotic AI when animal traits match hedonic tasks.
Robotic Embodiment
An AI representation using a machine-like or humanoid robot form, generally easier for consumers to link to utilitarian tasks.
Cognitive Difficulty (Embodiment Linking)
Mental effort required to connect an AI’s form (e.g., animal avatar) with its function; higher difficulty lowers adoption.
Pigs & Chicken Framework
A model classifying business offerings by revenue contribution (small vs. large) and transaction frequency (one-time vs. recurring).