Toward a Chatbot for Financial Sustainability

Hwang, Sewoong; Kim, Jonghyuk

doi:10.3390/su13063173

Cited by 45 publications

(22 citation statements)

References 51 publications

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“…The term "chatbot" is an amalgamation of "chatting" and "robot" [29]. According to Lui and Lam [30], a chatbot is an AI-based computer program that stimulates conversations or interactions with real people through messaging applications and websites.…”

Section: Chatbot Servicesmentioning

confidence: 99%

Determinants of Continuance Intention towards Banks’ Chatbot Services in Vietnam: A Necessity for Sustainable Development

Nguyen

Chiu

Le³

2021

Sustainability

124

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To improve customer experience and achieve sustainable development, many industries, especially banking, have leveraged artificial intelligence to implement a chatbot into their customer service. By integrating DeLone and McLean’s information systems success (D&M ISS) model and the expectation confirmation model (ECM) with the factor of trust, the aim of this study was to investigate the determinants of users’ continuance intentions towards chatbot services in the context of banking in Vietnam. A total of 359 questionnaire surveys were collected from a real bank’s chatbot users and analyzed using structural equation modeling. The findings revealed that users’ continuance intentions towards the banks’ chatbot services were influenced by satisfaction, trust, and perceived usefulness, of which trust had the strongest effect. The results also indicate that information quality, system quality, service quality, and confirmation of expectations had significant effects on three drivers of continuance intention in different ways. Our study contributes to the literature by providing a more comprehensive viewpoint to understand the perceptions and reactions of chatbot users in the post-adoption stage. The results of this study also yield several key suggestions for banking service providers on how to increase their customers’ intentions to continue using chatbot services, serving as a basis for long-term and sustainable development strategies in the current digital era.

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Section: Chatbot Servicesmentioning

confidence: 99%

Determinants of Continuance Intention towards Banks’ Chatbot Services in Vietnam: A Necessity for Sustainable Development

Nguyen

Chiu

Le³

2021

Sustainability

124

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“…Currently, conversational services are widespread in contexts such as business and financial services [17][18][19], tourism services [20,21], communication services [12], messaging services or social networks [22], in psychology or medicine [23][24][25] or in education [26,27] among others. Some of them are closed.…”

Section: Conversational Bot As a Technological Solution For The Improvement Of Social Skills In People With Intellectual Disabilitiesmentioning

confidence: 99%

Chatbot, as Educational and Inclusive Tool for People with Intellectual Disabilities

et al. 2022

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In the current health crisis due to COVID-19, people with intellectual disabilities have especially suffered. The development of their social abilities has been restricted, first with the lockdown and then with the current limitation of social life. They have lost some of these abilities or are having difficulty practicing them. CapacitaBOT, our use case, is a mobile application based on a chatbot, which allows people with intellectual disabilities to work and train their social skills. A chatbot is a software tool that allows to maintain a conversation in automatic way between the user and the machine, the mobile application. CapacitaBOT can be considered by its features, an educational ICT tool that introduces innovation, inclusion and quality in order to be integrated into education for people with intellectual disabilities. The tool trains these people for real-life situations and can also be considered a resource that allows the application of active methodologies since it makes easy the learning of social skills. In addition, all the contributions of the tool are aligned with the objectives of sustainable development because it is a tool that facilities the accessibility of people with disabilities, who more than ever have been affected by social isolation caused by the COVID-19 crisis.

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“…Conversational intelligent agents have been extensively researched and applied in many fields, including health care [24], finance [25], environmental sciences [26], psychology [27], and administration [28]. They have required the development of taxonomy, natural-language processing approaches, interaction methods and interfaces, and intent mapping (e.g., scoring), and are often developed for specific use cases by an experienced developer team.…”

Section: Relevant Workmentioning

confidence: 99%

A Semantic Web Framework for Automated Smart Assistants: A Case Study for Public Health

Sermet

Demir

2021

BDCC

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The COVID-19 pandemic elucidated that knowledge systems will be instrumental in cases where accurate information needs to be communicated to a substantial group of people with different backgrounds and technological resources. However, several challenges and obstacles hold back the wide adoption of virtual assistants by public health departments and organizations. This paper presents the Instant Expert, an open-source semantic web framework to build and integrate voice-enabled smart assistants (i.e., chatbots) for any web platform regardless of the underlying domain and technology. The component allows non-technical domain experts to effortlessly incorporate an operational assistant with voice recognition capability into their websites. Instant Expert is capable of automatically parsing, processing, and modeling Frequently Asked Questions pages as an information resource as well as communicating with an external knowledge engine for ontology-powered inference and dynamic data use. The presented framework uses advanced web technologies to ensure reusability and reliability, and an inference engine for natural-language understanding powered by deep learning and heuristic algorithms. A use case for creating an informatory assistant for COVID-19 based on the Centers for Disease Control and Prevention (CDC) data is presented to demonstrate the framework’s usage and benefits.

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Toward a Chatbot for Financial Sustainability

Cited by 45 publications

References 51 publications

Determinants of Continuance Intention towards Banks’ Chatbot Services in Vietnam: A Necessity for Sustainable Development

Determinants of Continuance Intention towards Banks’ Chatbot Services in Vietnam: A Necessity for Sustainable Development

Chatbot, as Educational and Inclusive Tool for People with Intellectual Disabilities

A Semantic Web Framework for Automated Smart Assistants: A Case Study for Public Health

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