Examining AI and Systemic Factors for Improved Chatbot Sustainability

IF 2.5 4区管理学 Q2 COMPUTER SCIENCE, INFORMATION SYSTEMS

Journal of Computer Information Systems Pub Date : 2023-09-14 DOI:10.1080/08874417.2023.2251416

Arum Park, Sae Bom Lee

引用次数: 0

Abstract

Chatbots link companies and users, increase conversions, reduce labor costs, and provide answers based on big data. Since COVID-19, demand for non-face-to-face services has increased. Despite expectations, chatbot use is inconsistent and satisfaction is low. This study identifies factors for improving the sustainability of chatbot services by considering artificial intelligence factors (personalization, anthropomorphism, social presence) and systemic factors (responsiveness, compatibility). The confirmatory factor analysis and structural equation model of the measurement model were analyzed using Smart PLS 3.3. Two hypotheses were rejected because the effect on expectation-confirmation was not statistically significant. This study presents implications for future chatbot research and development.

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研究人工智能和系统因素以提高聊天机器人的可持续性

聊天机器人连接公司和用户，提高转化率，降低劳动力成本，并根据大数据提供答案。自2019冠状病毒病以来，对非面对面服务的需求有所增加。尽管期望如此，但聊天机器人的使用并不一致，满意度也很低。本研究通过考虑人工智能因素(个性化、拟人化、社交存在)和系统因素(响应性、兼容性)，确定了提高聊天机器人服务可持续性的因素。采用Smart PLS 3.3对测量模型的验证性因子分析和结构方程模型进行分析。两个假设被拒绝，因为对期望确认的影响在统计上不显著。该研究对未来聊天机器人的研究和发展具有重要意义。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Computer Information Systems COMPUTER SCIENCE, INFORMATION SYSTEMS-

CiteScore

6.80

自引率

7.10%

发文量

审稿时长

>12 weeks

期刊介绍： The Journal of Computer Information Systems (JCIS) aims to publish manuscripts that explore information systems and technology research and thus develop computer information systems globally. We encourage manuscripts that cover the following topic areas: -Analytics, Business Intelligence, Decision Support Systems in Computer Information Systems - Mobile Technology, Mobile Applications - Human-Computer Interaction - Information and/or Technology Management, Organizational Behavior & Culture - Data Management, Data Mining, Database Design and Development - E-Commerce Technology and Issues in computer information systems - Computer systems enterprise architecture, enterprise resource planning - Ethical and Legal Issues of IT - Health Informatics - Information Assurance and Security--Cyber Security, Cyber Forensics - IT Project Management - Knowledge Management in computer information systems - Networks and/or Telecommunications - Systems Analysis, Design, and/or Implementation - Web Programming and Development - Curriculum Issues, Instructional Issues, Capstone Courses, Specialized Curriculum Accreditation - E-Learning Technologies, Analytics, Future