Customer Acceptance of Shopping-Assistant Chatbots

Araújo, Tiago Ribeiro de; Casais, Beatriz

doi:10.1007/978-981-15-1564-4_26

Cited by 26 publications

(18 citation statements)

References 26 publications

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“…Chatbots have become fashionable for companies as a relevant opportunity to take better advantage of social networks and obtain a differential advantage at the Internet level compared to other companies that do not use them [12]. They interact directly with customers and facilitate company-initiated communication.…”

Section: State Of the Artmentioning

confidence: 99%

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Implementation of Chatbot in Online Commerce, and Open Innovation

Illescas-Manzano

López²,

González³

et al. 2021

Journal of Open Innovation: Technology, Market, and Complexity

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This study describes the chatbot journey and focuses on its implementation within the digital marketing strategy in the first part of a company’s sales funnel. The main goal was to apply a chatbot via Facebook Messenger supported by the ManyChat platform to increase the number of leads, comparing the chatbot with the previous strategy used by the company to obtain contact information. This research work takes a step further and shows that implementing a chatbot through the ManyChat platform by a company that markets online has a positive impact on the capturing of leads, as opposed to the results obtained by authors such as Luo et al. and Leung et al. A chatbot platform used with the intention of obtaining leads seems to be an agile and powerful tool; in fact; the main conclusion of this work is that including this method can be one of the main axes of obtaining information about consumers with the aim of performing marketing actions in a two-way communication that facilitates sales by companies.

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Section: State Of the Artmentioning

confidence: 99%

“…This study contributes to the field of online sales commerce, as it is necessary to incorporate better digital solutions to enhance the results of companies [12].…”

Section: Introduction and Justificationmentioning

confidence: 99%

Implementation of Chatbot in Online Commerce, and Open Innovation

Illescas-Manzano

López²,

González³

et al. 2021

Journal of Open Innovation: Technology, Market, and Complexity

View full text Add to dashboard Cite

show abstract

“…Chatbots play the same role in the digital world. They serve as shopping assistants in physical and online stores [13].…”

Section: The Concept Of Chatbot and Its Transformationmentioning

confidence: 99%

“…Those brands/companies offer high-quality service because chatbots can answer customers' questions and solve their problems quickly, leaving them satisfied [9]. Such brands/companies see chatbots as a great opportunity to take advantage of social networks and stand out among rivals through relational marketing in the digital environment [13]. Many brands/companies use chatbots.…”

Section: Chatbots and Customer Servicementioning

confidence: 99%

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The Effect of Customers’ Attitudes Towards Chatbots on their Experience and Behavioural Intention in Turkey

Gümüş¹,

Çark²

2021

Interdisciplinary Description of Complex Systems

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Chatbots are a recent technology that brands and companies adopt to provide 24/7 customer service. However, some customers have several concerns regarding technology, and therefore, prefer talking to humans rather than chatbots. Brands must improve their chatbots based on customer experience because customers satisfied with chatbots are more likely to use them to contact brands/companies. Therefore, this article investigated the effect of perceived ease of use, usefulness, enjoyment, and risk factors on customer experience and behavioral intention regarding chatbots. The study also looked into the impact of customer experience on behavioral intention. The sample consisted of 211 chatbot users of Turkish recruited using non-probability convenience sampling. Data were analyzed using the Statistical Package for Social Sciences (SPSS) and SmartPLS3. The results showed that perceived ease of use and usefulness affected behavioral intention, but perceived risk had no impact on customer experience and behavioral intention regarding chatbots. Perceived enjoyment affected only customer experience. Lastly, customer experience affected behavioral intention.

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Do parasocial relationships and the quality of communication with AI shopping chatbots determine middle‐aged women consumers' continuance usage intentions?

Lee

2022

J of Consumer Behaviour

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Artificial intelligence (AI) assistants, or chatbots, have become widely used on several retailers' websites. Effective interaction and communication with AI chatbots can deliver a better consumer experience by assisting with decision-making, ultimately supporting purchase intentions. Based on parasocial theory, this study focuses on how interactions with AI shopping chatbots impact consumers' perceptions of communication quality, satisfaction, and continuance usage intentions. Partial least squares structural equation modeling (PLS-SEM) was employed to assess the proposed research model using data from 184 Korean middle-aged women who shop online. Participants completed the shopping process with the assistance of an AI shopping chatbot and responded to survey items about their experiences. In particular, the findings reveal the structural process whereby a consumer's parasocial relationship with an AI shopping chatbot ultimately increases continuance usage intentions through perceived communication quality and satisfaction. The results indicate that a parasocial relationship positively influences communication quality with the chatbot, which in turn increases satisfaction and continuance usage intentions. These findings provide marketers with theoretical and practical guidance for enhancing consumer experiences in the online shopping environment.

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Customer Acceptance of Shopping-Assistant Chatbots

Cited by 26 publications

References 26 publications

Implementation of Chatbot in Online Commerce, and Open Innovation

Implementation of Chatbot in Online Commerce, and Open Innovation

The Effect of Customers’ Attitudes Towards Chatbots on their Experience and Behavioural Intention in Turkey

Do parasocial relationships and the quality of communication with AI shopping chatbots determine middle‐aged women consumers' continuance usage intentions?

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