Artificial intelligence changes the way we work: A close look at innovating with chatbots

Abstract

An enhanced understanding of the innovative use of artificial intelligence (AI) is essential for organizations to improve work design and daily business operations. This study's purpose is to offer insights into how AI can transform organizations' work practices through diving deeply into its innovative use in the context of a primary AI tool, a chatbot, and examining the antecedents of innovative use by conceptualizing employee trust as a multidimensional construct and exploring employees' perceived benefits. In particular, we have conceptualized employee trust in chatbots as a second‐order construct, including three first‐order variables: trust in functionality, trust in reliability, and trust in data protection. We collected data from 202 employees. The results supported our conceptualization of trust in chatbots and showed that three dimensions of first‐order trust beliefs have relatively the same level of importance. Further, both knowledge support and work–life balance enhance trust in chatbots, which in turn leads to innovative use of chatbots. Our study contributes to the existing literature by introducing the new conceptualization of trust in chatbots and examining its antecedents and outcomes. The results can provide important practical insights regarding how to support innovative use of chatbots as the new way we organize work.

ChatGPTand a new academic reality:Artificial Intelligence‐writtenresearch papers and the ethics of the large language models in scholarly publishing

“…The ethical concerns related to the use of GPT/ChatGPT, such as ownership of generated content and compliance with copyright laws, are applicable to AI, NLP, and chatbots as a whole (Jarrahi et al, 2022; Jobin et al, 2019). These concerns apply to any situation in which AI and chatbot technology is used to generate content or perform tasks that may have legal or ethical implications (Wang et al, 2022). In terms of ownership of generated content, the issue of who holds the rights to text or other content produced by AI and chatbots is a broader concern that applies to the use of these technologies in various contexts.…”

“…ChatGPT can support the dissemination and diffusion of new research ideas through the creation of better metadata, indexing, and summaries of research findings (Lund & Wang, 2023). Assuming there is trust and usability among the public, this may support the diffusion of research findings through the translation of research into lay language that can be understood by members of the general public (Wang et al, 2022). ChatGPT can also be used as a sort of recommender system, helping with the identification of relevant research studies based on a user's query.…”

The Impact of Performance Expectancy, Workload, Risk, and Satisfaction on Trust in ChatGPT: Cross-Sectional Survey Analysis

“…Moreover, the observed mediating role of satisfaction in the relationship between workload and trust in ChatGPT is a notable contribution to the literature. While previous studies have demonstrated a positive correlation between workload reduction by chatbots and trust, as well as between trust and user satisfaction [ 42 - 44 ], the role of satisfaction as a mediator between workload and trust has not been explored. Finally, the positive correlation between the risk-benefit perception of using ChatGPT and trust aligns with the findings of previous studies [ 45 - 47 ].…”

ChatGPT Needs SPADE (Sustainability, PrivAcy, Digital divide, and Ethics) Evaluation: A Review

“…Since the launch of chatGPT, it has been clear that the platform can boost the creativity and productivity of students, teachers, researchers, content creators, and others. From the perspective of development, it is yet to be observed who will benefit the most from chatGPT, and how it will impact the low-income countries and workers in the Global South [48][49][50]. However, there is no denying that chatGPT is more affordable in comparison to human-like AI assistants such as Google Assistant, Alexa, and Siri as they require google devices, echo dot, and iPhone, whereas chatGPT requires internet access and basic literacy level.…”