September 26, 2025Open Access

The Effect of Perceived Interactivity on Continuance Intention to Use AI Conversational Agents: A Two-Stage Hybrid PLS-ANN Approach

Key Points

The study finds that control and responsiveness significantly influence trust, enhancing continuance intention in AI agents.
Technical and affective dimensions of interactivity play crucial roles, with social presence shaped by personalization and communication.
A hybrid PLS-ANN approach reveals inconsistencies in predictive importance, highlighting the interplay of different interaction mechanisms.
Results advocate for improved socio-emotional connections in AI interactions while ensuring technical reliability for user retention.

Abstract

As a pivotal carrier of emerging human–computer interaction technologies, artificial intelligence (AI) conversational agents (CAs) hold critical significance for research on the mechanisms of users’ continuance usage behaviour, which is essential for technological optimization and commercial transformation. However, the differential impact pathways of multidimensional perceived interactivity on continuance usage intention, particularly the synergistic mechanisms between technical and affective dual-path dimensions, remain unclear. This study investigates the personalized AI-based CAs project “Dialogue with Great Souls,” launched on a Chinese social platform, using survey data from 305 users. A hybrid approach combining partial least squares structural equation modelling (PLS-SEM) and artificial neural networks (ANN) was employed for empirical analysis. The results indicate that technical dimensions, such as control and responsiveness, are key factors influencing trust, while affective interactive dimensions, including communication, personalization, and playfulness, significantly affect social presence, thereby shaping users’ continuance usage intention. ANN results corroborated most PLS-SEM findings but revealed inconsistencies in the predictive importance of personalization and communication on social presence, highlighting the complementary nature of linear and nonlinear interaction mechanisms. By expanding the interactivity model and adopting a hybrid methodology, this study constructs a novel framework for AI CAs. The empirical findings suggest that developers should strengthen socio-emotional bonds in anthropomorphic interactions while ensuring technical credibility to enhance users’ continuance usage intention. This research not only advances theoretical perspectives on the integration of technical and affective dimensions in agent systems but also provides practical recommendations for optimizing the design and development of AI CAs.

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