The acceptance of chatbots in an enterprise context – A survey study

Brachten, Florian; Kissmer, Tobias; Stieglitz, Stefan

doi:10.1016/j.ijinfomgt.2021.102375

Cited by 87 publications

(78 citation statements)

References 97 publications

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“…Remarkably, a significant number of researchers have focused on the intention to adopt and use chatbots by investigating factors which affect users in specific research areas, such as health [13], financial services [14][15][16], tourism [5,[17][18][19][20], customer service (e.g. Refs [1,[21][22][23][24][25][26][27][28][29][30][31][32][33][34]), mobile commerce [35][36][37], business [38,39], insurance [12,40] and education [41,42].…”

Section: Users' Intention Toward Chatbots' Adoptionmentioning

confidence: 99%

A literature review on users' behavioral intention toward chatbots' adoption

Gatzioufa

Saprikis

2022

ACI

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PurposeDespite the fact that chatbots have been largely adopted for the last few years, a comprehensive literature review research focusing on the intention of individuals to adopt chatbots is rather scarce. In this respect, the present paper attempts a literature review investigation of empirical studies focused on the specific issue in nine scientific databases during 2017-2021. Specifically, it aims to classify extant empirical studies which focus on the context of individuals' adoption intention toward chatbots.Design/methodology/approachThe research is based on PRISMA methodology, which revealed a total of 39 empirical studies examining users' intention to adopt and utilize chatbots.FindingsAfter a thorough investigation, distinct categorization criteria emerged, such as research field, applied theoretical models, research types, methods and statistical measures, factors affecting intention to adopt and further use chatbots, the countries/continents where these surveys took place as well as relevant research citations and year of publication. In addition, the paper highlights research gaps in the examined issue and proposes future research directions in such a promising information technology solution.Originality/valueAs far as the authors are concerned, there has not been any other comprehensive literature review research to focus on examining previous empirical studies of users' intentions to adopt and use chatbots on the aforementioned period. According to the authors' knowledge, the present paper is the first attempt in the field which demonstrates broad literature review data of relevant empirical studies.

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Section: Users' Intention Toward Chatbots' Adoptionmentioning

confidence: 99%

A literature review on users' behavioral intention toward chatbots' adoption

Gatzioufa

Saprikis

2022

ACI

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“…Contrarily, few studies have examined chatbots from the employees' perspective. Brachten et al (2021) is one exception. They showed that employees' intrinsic and extrinsic motivations could support their intention to use enterprise bots.…”

Section: Related Studies On Chatbotsmentioning

confidence: 99%

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

Wang

Lin

Shao

2022

Asso for Info Science & Tech

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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.

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“…Chatbots are implemented in various areas, mainly for customer service [20]. Chatbots are accepted in the enterprise context for ease of use and productivity benefits [21]. Chatbots for customer service are attractive to businesses because they are always accessible to customers.…”

Section: Related Workmentioning

confidence: 99%

Use of chatbots for customer service in MSMEs

Cordero

Barba-Guamán

Guamán

2022

ACI

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PurposeThis research work aims to arise from developing new communication channels for customer service in micro, small and medium enterprises (MSMEs), such as chatbots. In particular, the results of the usability testing of three chatbots implemented in MSMEs are presented.Design/methodology/approachThe methodology employed includes participants, chatbot development platform, research methodology, software development methodology and usability test to contextualize the study's results.FindingsBased on the results obtained from the System Usability Scale (SUS) and considering the accuracy of the chatbot's responses, it is concluded that the level of satisfaction in using chatbots is high; therefore, if the chatbot is well integrated with the communication systems/channels of the MSMEs, the client receives an excellent, fast and efficient service.Originality/valueThe paper analyzes chatbots for customer service and presents the usability testing results of three chatbots implemented in MSMEs.

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The acceptance of chatbots in an enterprise context – A survey study

Cited by 87 publications

References 97 publications

A literature review on users' behavioral intention toward chatbots' adoption

A literature review on users' behavioral intention toward chatbots' adoption

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

Use of chatbots for customer service in MSMEs

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