Table 2

Affordances for AI chatbots, definition and sources

AffordanceSubcomponent/dimensionDefinitionExemplar studies
Interactivity affordanceTwo-way communicationAI chatbot facilitates two-way communication between the AI chatbot and the userFang (2019), Liu (2003), Ou et al. (2014), Shao et al. (2020) 
 Active controlAI chatbot allows users to control their experience with it freelyFang (2019), Liu (2003), Ou et al. (2014), Shao et al. (2020) 
 SynchronicityAI chatbot supports users’ instant access to requested information during communicationFang (2019),Liu (2003), Ou et al. (2014), Shao et al. (2020) 
Selectivity affordanceCustomizationAI chatbot can provide customized information to better meet users’ preferences and needsFang (2019), Shen et al. (2013) 
 LocalizationAI chatbot can provide location-specific information to users (e.g. nearby stores)Fang (2019), Shen et al. (2013) 
Information affordanceArgument qualityAI chatbot can offer complete and correct informationShao et al. (2020), Sussman and Siegal (2003) 
 Source credibilityAI chatbot can offer reliable and trustworthy informationShao et al. (2020), Sussman and Siegal (2003) 
Association affordanceConnectivityAI chatbot allows users to use it anytime, anywhereFang (2019), Lee and Li (2023) 
 Sense of safetyAI chatbot can calm users by helping them with specific information (e.g. the nearest store location)Fang (2019) 
Navigation affordance AI chatbot can provide a clear navigation bar/menu (e.g. links/hyperlinks) to find relevant informationZhu and Zhang (2007), Shao et al. (2020) 

Source(s): Authors’ own work

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