Intelligent AI devices have become a common presence in the business landscape, offering a wide range of services, from the medical sector to the hospitality industry. From an organizational perspective, AI devices have several advantages, by performing certain tasks quicker and more accurately in comparison to humans while at the same time being more cost-efficient. However, in order to maintain the high standards of a brand, they have to be accepted by consumers and deliver socially adequate performance. Therefore, it is important to determine the characteristics of AI devices which make them accepted and trusted by consumers. Based on the Computers as Social Actors (CASA) Theory, we have researched on the role of psychological anthropomorphic characteristics, perceived empathy, and interaction quality in the acceptance of AI devices in the service industry. The results show that anthropomorphic characteristics alone do not influence acceptance and trust towards AI devices. However, both perceived empathy and interaction quality mediate the relation between anthropomorphic characteristics and acceptance. A human-like AI device has higher acceptance when it has the ability to show empathy and interaction in relation to the human consumer. This result reveals the importance of developing forms of strong intelligence and empathetic behaviour in service robots and AI devices.

智能AI设备已成为商业领域中的常见设备，提供从医疗领域到酒店业的广泛服务。从组织的角度来看，人工智能设备具有多个优势，与人类相比，可以更快，更准确地执行某些任务，同时具有更高的成本效益。但是，为了保持品牌的高标准，它们必须被消费者接受并提供足够的社会表现。因此，重要的是确定使AI设备受到消费者认可和信任的特性。基于计算机作为社会参与者（CASA）理论，我们研究了心理拟人化特征，感知的同情心，服务行业中AI设备的接受度以及交互质量。结果表明，仅拟人特征不会影响对AI设备的接受和信任。然而，同理心和互动质量都可以调节拟人化特征与接受度之间的关系。像人类一样的AI设备具有表现出对人类消费者的同理心和互动的能力时，具有较高的接受度。该结果揭示了在服务机器人和AI设备中开发强大的智能和同理行为形式的重要性。感知的同理心和互动质量都介导了拟人特征与接受之间的关系。像人类一样的AI设备具有表现出对人类消费者的同理心和互动的能力时，具有较高的接受度。该结果揭示了在服务机器人和AI设备中开发强大的智能和同理行为形式的重要性。感知的同理心和互动质量都介导了拟人特征与接受之间的关系。像人类一样的AI设备具有表现出对人类消费者的同理心和互动的能力时，具有较高的接受度。该结果揭示了在服务机器人和AI设备中开发强大的智能和同理行为形式的重要性。