Artificial Intelligence as a Human Substitution? Customer's Perception of the Conversational User Interface in Banking Industry Based on Utaut Concept

Bagana, Batara Daniel; Irsad, Moch.; Santoso, Ignatius Hari

doi:10.37715/rme.v5i1.1632

Cited by 12 publications

(6 citation statements)

References 9 publications

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“…While some studies consider that there are no significant relationships between gender and computer attitude ( Nash and Moroz, 1997 ), men tend to score higher than women in affinity for technology ( Edison and Geissler, 2003 ). Gender is usually considered as a moderator variable within the technology acceptance models ( Bagana et al, 2021 ). Although the difference between men and women is narrow, men are believed to experience a lower level of technology anxiety ( Damant and Knapp, 2015 ) and thus a higher behavioral intention.…”

Section: Introductionmentioning

confidence: 99%

Interacting with chatbots later in life: A technology acceptance perspective in COVID-19 pandemic situation

Iancu

2023

Front. Psychol.

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IntroductionWithin the technological development path, chatbots are considered an important tool for economic and social entities to become more efficient and to develop customer-centric experiences that mimic human behavior. Although artificial intelligence is increasingly used, there is a lack of empirical studies that aim to understand consumers’ experience with chatbots. Moreover, in a context characterized by constant population aging and an increased life-expectancy, the way aging adults perceive technology becomes of great interest. However, based on the digital divide (unequal access to technology, knowledge, and resources), and since young adults (aged between 18 and 34 years old) are considered to have greater affinity for technology, most of the research is dedicated to their perception. The present paper investigates the way chatbots are perceived by middle-aged and aging adults in Romania.MethodsAn online opinion survey has been conducted. The age-range of the subjects is 40–78 years old, a convenience sampling technique being used (N = 235). The timeframe of the study is May–June 2021. Thus, the COVID-19 pandemic is the core context of the research. A covariance-based structural equation modelling (CB-SEM) has been used to test the theoretical assumptions as it is a procedure used for complex conceptual models and theory testing.ResultsThe results show that while perceived ease of use is explained by the effort, the competence, and the perceive external control in interacting with chatbots, perceived usefulness is supported by the perceived ease of use and subjective norms. Furthermore, individuals are likely to further use chatbots (behavioral intention) if they consider this interaction useful and if the others’ opinion is in favor of using it. Gender and age seem to have no effect on behavioral intention. As studies on chatbots and aging adults are few and are mainly investigating reactions in the healthcare domain, this research is one of the first attempts to better understand the way chatbots in a not domain-specific context are perceived later in life. Likewise, judging from a business perspective, the results can help economic and social organizations to improve and adapt AI-based interaction for the aging customers.

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Section: Introductionmentioning

confidence: 99%

Interacting with chatbots later in life: A technology acceptance perspective in COVID-19 pandemic situation

Iancu

2023

Front. Psychol.

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“…This has seen a significant return on marketing investment, increase in revenues, customer loyalty and customer lifetime value. Communication to customers is now more direct with capability of two-way communication between the customer and the company yielding more confidence on the customer side that the companies will deliver on their promises hence customers spending more with such companies, [7]. Acknowledgement of customers on their special events such as birthdays and wedding anniversaries have become a darling of many customers with other telecoms on such a day giving their customers free airtime.…”

Section: Literature Reviewmentioning

confidence: 99%

Artificial Intelligence and Customer Experience: Key Takeouts From Telecoms Sector in Zimbabwe

Hokonya

2024

TIJAR

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The purpose of this study was to glean key learnings from the use of artificial intelligence on customer experience with emphasis on Zimbabwean telecoms companies. The study employed qualitative research design, using semi structured interviews with customers, staff, and management of the telecoms companies in Zimbabwe. To unearth the key themes and trends and insights between artificial intelligence and customer experience thematic analysis was applied. The research evaluated the models employed by the Zimbabwean telecoms companies in transforming the customer experience landscape and hurdles they face in moving customers to the new channels. The challenges experienced in the new trajectory were explicitly highlighted. Case studies of other telecoms companies who explored the same avenue were chronicled. The various merits and skepticism of artificial intelligence on customer experience were clearly evacuated paving way for future research areas to completely harness the potential in the discipline of customer experience and its contribution to competitiveness.

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“…The results could be influenced by the belief that AI is more capable of accurately judging a person's capacity to repay the loan (Batara et al ., 2021) or given AI systems' technical skills (Xu et al ., 2020).…”

Section: Overview Of Studiesmentioning

confidence: 99%

Artificial intelligence (AI) in FinTech decisions: the role of congruity and rejection sensitivity

Gonçalves

Meira

Shuqair

et al. 2023

IJBM

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PurposeThe digital revolution has changed consumer–service provider interaction, spawning a new generation of FinTech. This paper analyzes consumers' reactions to artificial intelligence (AI) (vs human) decisions.Design/methodology/approachThe authors tested their predictions by conducting two experimental studies with FinTech consumers (n = 503).FindingsThe results reveal that consumers' responses to AI (vs human) credit decisions depend on the type of credit product. For personal loans, the rejection by an AI provider triggers higher levels of satisfaction compared to a credit analyst. This effect is explained via the perceived role congruity. In addition, the findings reveal that consumers’ rejection sensitivity determines how they perceive financial services role congruity.Originality/valueTo the best of the authors' knowledge, this research is the first to jointly examine AI (vs human) credit decisions in FinTech and role congruity, extending prior research in the field.

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Artificial Intelligence as a Human Substitution? Customer's Perception of the Conversational User Interface in Banking Industry Based on Utaut Concept

Cited by 12 publications

References 9 publications

Interacting with chatbots later in life: A technology acceptance perspective in COVID-19 pandemic situation

Interacting with chatbots later in life: A technology acceptance perspective in COVID-19 pandemic situation

Artificial Intelligence and Customer Experience: Key Takeouts From Telecoms Sector in Zimbabwe

Artificial intelligence (AI) in FinTech decisions: the role of congruity and rejection sensitivity

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