Live support by chatbots with artificial intelligence: A future research agenda

Camilleri, Mark Anthony; Troise, Ciro

doi:10.1007/s11628-022-00513-9

Cited by 25 publications

(24 citation statements)

References 93 publications

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“…This research underlines the importance for service providers to consistently engage in concurrent, online conversations with customers and prospects, in real time (Buhalis and Sinarta, 2019; Chattaraman et al , 2019; Rihova et al , 2018; Harrigan et al , 2017). Recently, more researchers are raising awareness on the provision of live chat facilities through interactive websites or via SNSs like WhatsApp or Messenger (Camilleri and Troise, 2022). Services businesses are expected to respond to consumer queries and to address their concerns, as quickly as possible (McLean and Osei-Frimpong, 2019), to minimize complaints.…”

Section: Managerial Implicationsmentioning

confidence: 99%

“…Very often, these technologies may direct their visitors to frequently answered questions (FAQs), so that they can search for answers for themselves. Some of them are also offering Live Chat services that may be operated by human agents and/or through artificially intelligent (AI) chatbots/dialogue systems (Adam et al , 2021; Camilleri and Troise, 2022; Thomaz et al , 2020; Tsai, et al , 2021). The latter software can respond to consumers’ queries in real time, via social media networks (SNSs), including Facebook Messenger or WhatsApp, among others (Smutny and Schreiberova, 2020).…”

Section: Introductionmentioning

confidence: 99%

“…A number of colleagues elaborated on the engagement capabilities of various technologies, including of SNSs (Lin and Chang, 2018; Vrontis et al , 2021), review websites (Liu et al , 2022), crowdfunding platforms (Camilleri and Bresciani, 2022), AI chatbots (Camilleri and Troise, 2022), augmented and virtual reality devices (Park and Yoo, 2020; Serravalle et al , 2019) and metaverse applications (Gursoy et al , 2022). In many cases, they clarified that these digital technologies enable two-way communications, as they facilitate person-to-person and/or person-to-machine communications, as opposed to traditional, one-way broadcast channels like linear TV, radio or print media, that do not offer responsive messages to their consumers.…”

Section: Introductionmentioning

confidence: 99%

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Utilitarian motivations to engage with travel websites: an interactive technology adoption model

Camilleri

Kozak

2022

JSM

Self Cite

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Purpose This study aims to investigate perceptions about interactive travel websites. The researchers hypothesize that engaging content, the quality of information and source credibility have a significant effect on the consumers’ utilitarian motivations to continue using them in the future. Design/methodology/approach A structured survey questionnaire was used to gather data from 1,287 online users, who were members of two popular social media groups. The methodology relied on a partial least squares approach to analyze the causal relationships within an extended information adoption model (IAM). Findings The findings reveal that the research participants perceive the utility of interactive travel websites and are willing to continue using them, particularly the responsive ones. The research participants suggest that these sites are easy to use, capture their attention and offer them useful information on various tourism services. The results also indicate that they appreciate their source credibility (in terms of their trustworthiness and expertise of their curators) as well as their quality content. Research limitations/implications This study integrates key measures from the IAM with a perceived interactivity construct, to better understand the individuals’ acceptance and use of interactive websites. Practical implications This research implies that service businesses ought to have engaging websites that respond to consumer queries in a timely manner. Hence, they should offer a seamless experience to their visitors to encourage loyal behaviors and revisit intentions to their online domains. Originality/value To the best of the authors’ knowledge, there are no other studies that incorporated an interactive engagement construct with key constructs from IAM and from the technology acceptance model (TAM). This contribution underlines the importance of measuring the individuals’ perceptions about the engagement capabilities of interactive media when investigating information and/or technology adoption.

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Section: Managerial Implicationsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Utilitarian motivations to engage with travel websites: an interactive technology adoption model

Camilleri

Kozak

2022

JSM

Self Cite

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“…Generally, customers expect travel and tourism service providers to engage in concurrent, online conversations with them, in real-time (Buhalis and Moldavska, 2022; Chattaraman et al , 2019). More contributions are raising awareness about the importance of live chat facilities that are intended to respond to consumer queries or to address their concerns (Camilleri and Troise, 2022; McLean and Osei-Frimpong, 2019), to minimize complaints, generate leads and conversations.…”

Section: Discussionmentioning

confidence: 99%

“…They may access their frequently answered questions (FAQs) on issues relating to ancillary services like insurance products and loyalty points. At times, they use their live chat facilities that are usually operated via artificially intelligent (AI) chatbot technologies (Adam et al, 2020;Camilleri, 2019), through social networking services (SNSs), including Facebook Messenger or WhatsApp, among others (Albayrak et al, 2021;Buhalis and Moldavska, 2022;Camilleri and Troise, 2022;Lee et al, 2020;McLean and Osei-Frimpong, 2019), to resolve their queries or complaints. Camilleri and Kozak (2022a) sought to explore the antecedents affecting intentions to use travel websites.…”

Section: Interactive Travel Appsmentioning

confidence: 99%

Functionality and usability features of ubiquitous mobile technologies: the acceptance of interactive travel apps

Camilleri

Troise²,

Kozak³

2023

JHTT

Self Cite

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Purpose Customers are increasingly using mobile applications (apps) to compare prices of travel and hospitality services and to purchase their itineraries, tours and stays. This study aims to explore key factors affecting the individuals’ perceptions on the usefulness of travel apps and sheds light on the causal paths predicting the individuals’ dispositions to use them. Design/methodology/approach Quantitative data was gathered from 1,320 research participants, who were members of popular social media groups. They were analyzed through a composite-based partial least squares approach. Findings The results confirm that information quality, source credibility and the functionality of travel apps are significantly affecting the individuals’ perceptions about their usefulness as well as their intentions to continue using them in future. They also indicate that there are highly significant indirect effects within the information technology adoption model. Research limitations/implications This study integrates the information quality and source credibility factors from the information adoption model (IAM) with a functionality construct that was drawn from electronic service quality. This study examines their effects on the technology acceptance model (TAM)’s perceived usefulness and behavioral intentions. Practical implications This research implies that there is scope for the travel service providers to enhance the quality and functionality of their mobile apps to improve their consumers’ perceptions about the utilitarian value of these ubiquitous technologies. Originality/value This contribution raises awareness on the importance of incorporating a functionality construct in addition to IAM and/or TAM “usability” factors to better understand the individuals’ dispositions to avail themselves of online content and/or to adopt interactive innovations. In this case, it implies that certain functionality features of travel apps, including their responsiveness and technical capabilities, can trigger users to increase their engagement with these mobile technologies on a habitual basis.

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Impact of perceived value on intention to use voice assistants: The moderating effects of personal innovativeness and experience

Molinillo,

Rejón‐Guardia,

Anaya‐Sánchez

et al. 2023

Psychology and Marketing

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Voice assistants (VAs), such as Alexa, Siri, and Google Assistant, are instruments increasingly used by consumers to perform daily tasks. The objectives of the present study are to examine the antecedents of consumers' continuance intention to use VAs and the moderating effects of personal innovativeness and experience. Based on behavioral reasoning theory, a research model is proposed to provide insights into the drivers of continuance intention to use. Two empirical studies, based on data collected via online surveys, were conducted. The model was analyzed through partial least squares structural equation modeling. The findings of the studies showed that emotional value and performance expectancy were key antecedents of continuance intention to use, which in turn positively influenced actual use and word‐of‐mouth intention. In contrast, the quality value was a significant antecedent of continuance intention to use in only one of the two studies, and the influence of price value, social value, effort expectancy, and privacy risk was not found to be significant. However, the second study showed that several of these relationships are moderated by the consumer's experience and personal innovativeness; specifically, less innovative users are sensitive to quality value, and experienced users are sensitive to social value.

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Live support by chatbots with artificial intelligence: A future research agenda

Cited by 25 publications

References 93 publications

Utilitarian motivations to engage with travel websites: an interactive technology adoption model

Utilitarian motivations to engage with travel websites: an interactive technology adoption model

Functionality and usability features of ubiquitous mobile technologies: the acceptance of interactive travel apps

Impact of perceived value on intention to use voice assistants: The moderating effects of personal innovativeness and experience

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