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生成式AI依靠出色的上下文理解能力实现了人机智能交互，推动人工智能向更加类人角色的转变与服务行业的变革。然而，技术发展的局限性与用户视角的认知导致了生成式AI表现出与人类相似的“遗忘”现象。AI遗忘与传统的AI服务失败类型存在本质上的差异，成为AI服务失败的新维度。而且，在广泛应用生成式AI的专业化服务领域，AI与人类服务提供者的遗忘可能形成截然不同的顾客反应。于是，文章分析了专业化服务过程中AI遗忘对服务体验的影响以及理论机制。研究发现，相比与人类服务提供者，AI服务提供者的遗忘(vs.非遗忘)行为更容易降低顾客的服务体验，服务出错的容忍度与感知专长性在上述效应中起序列中介作用，而拟人化策略可以缓解AI服务提供者遗忘对服务体验造成的负面影响。对AI遗忘的理论探讨拓展了AI服务失败的研究维度，为未来人机交互领域生成式AI的成功实施提供了管理启示。
Abstract：Generative AI achieves intelligent human-machine interaction through exceptional contextual understanding' driving the transformation of artificial intelligence toward more human-like roles and the revolution of the service industry. However'technological limitations and user-perspective cognition have led generative AI to show “forgetting” phenomena similar to humans.AI forgetting fundamentally differs from traditional AI service failures' becoming a new dimension of AI service failure. Moreover' in professional service fields where generative AI is widely applied' forgetting by AI versus human service providers may result in distinctly different customer reactions. This paper analyzes the impact of AI forgetting on service experience during professional service processes and its theoretical mechanisms. We find that compared to human service providers' forgetting( vs. non-forgetting)by AI service providers is more likely to reduce customer service experience. Tolerance for service errors and perceived expertise sequentially mediate this impact' and anthropomorphic strategies can mitigate the negative effects of AI forgetting on service experience. The theoretical exploration of AI forgetting expands the research dimensions of AI service failures' offering managerial insights for the successful implementation of generative AI in future human-machine interaction fields.
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基本信息:
DOI：10.14134/j.cnki.cn33-1336/f.2025.09.001
中图分类号:TP18;F274
引用信息:
[1]崔楠,刘炜,徐岚.当AI忘记与我的交互历史：专业化服务中AI遗忘行为对服务体验的影响[J].商业经济与管理,2025,No.407(09):5-18.DOI:10.14134/j.cnki.cn33-1336/f.2025.09.001.
基金信息:
国家自然科学基金面上项目“专业服务资源不平衡性与异质性视角下的智慧医疗服务及其服务绩效研究”(72172110);国家自然科学基金面上项目“人工智能参与服务价值共创对服务绩效的影响研究”(72472123)