Why Do SMEs Adopt Artificial Intelligence-Based Chatbots?

Abstract

Developments in artificial intelligence (AI) have led to the emergence of new technologies offering unique business opportunities. This study examines the factors influencing AI-based chatbot implementation by small and medium enterprises (SMEs). We grounded the study's conceptual model in the technology-organisation-environment (TOE) framework. Employing a quantitative research methodology, we collected data from 292 SME respondents via an online survey. We then utilised covariance-based structural equation modelling (CB-SEM) to analyse the data. The empirical results reveal that perceived employee capability, perceived availability of financial support, perceived top management support, perceived cost, perceived complexity and perceived relative advantage are positively associated with SMEs' AI-based chatbot adoption intention. This study thus contributes to the scarce literature on the adoption of AI-based chatbots for SMEs in developing small island countries. The findings provide meaningful insights to developers, marketers and SMEs to enhance firms' performance and competitiveness by increasing the adoption of AI-based chatbots.

“Hello, this is your AI co-pilot” – operational implications of artificial intelligence chatbots

“…The difference between these relatively “old” versions of chatbots, also known as rule-based chatbots (Sadekov, 2023), and the newer contextual/conversational versions, such as GPT, lies in the fact that the latter can not only execute tasks but also help solve problems (Table 1). Rule-based chatbots are keyword-driven and act based on predefined answers, whereas contextual chatbots understand a variety of ways to be asked without previous training (Sharma et al. , 2022).…”

“…The chatbot industry exhibits a double-digit growth and is projected to be a billion-dollar industry soon (Sharma et al, 2022). When ChatGPT was launched on November 30, 2022, it reportedly gained 1 million users within the first five days after its launch, and 100 million users just two months after launch (Hu, 2023).…”

“…The chatbot industry exhibits a double-digit growth and is projected to be a billion-dollar industry soon (Sharma et al. , 2022).…”

Impacts of Chatbots on the Accounting Service Industry

“…In financial-accounting management, AI technology can contribute to automating repetitive accounting operations; increasing the efficiency of transaction processing and the accuracy of reports. By integrating artificial intelligence as a virtual assistant, the operations that the user must do to access data within an integrated IT system are optimized (Sharma et al, 2022). The benefits brought by AI to an IS are decision-making support; easy and efficient access to stored data; automatic recording in the system of all data that can be analyzed or reported immediately; improved management of workflows in the company (Rhim et al, 2022).…”

In companies we trust: consumer adoption of artificial intelligence services and the role of trust in companies and AI autonomy

“…, 2023) toward more advanced applications, in which AI is automating tasks and performing decisions (Sharma et al. , 2022a, b). However, whereas the former type of AI services is fairly well accepted (Longoni and Cian, 2022), the latter is commonly rejected by consumers (e.g.…”