Volume 12, Issue 1 (5-2025)
Human Information Interaction 2025, 12(1): 0-0 |
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mirmehdi S M, shirezhian S. Investigating Customers' Intention to Use AI-Powered Chatbots through the Lens of Technology Acceptance. Human Information Interaction 2025; 12 (1)
URL: http://hii.khu.ac.ir/article-1-3195-en.html
URL: http://hii.khu.ac.ir/article-1-3195-en.html
Malayer University
Abstract: (106 Views)
Background and Objective: Chatbots have the potential to significantly transform customer service. Customers' intention to use AI-powered chatbots, viewed through the lens of technology acceptance, plays a critical role in shaping the future of customer service. This research aims to provide a deeper understanding of the factors influencing users' acceptance of this technology.
Methodology: This study is a quantitative research endeavor and is applied in nature. The research design follows a descriptive-survey approach. The statistical population includes all individuals who use AI-powered chatbot services as customers. The final sample consists of 230 participants. Data analysis, following the validation of indicators, was conducted using PLS software to develop a structural model.
Findings: The study explores how and why users decide to adopt AI-powered chatbots. Based on the research objectives, nine hypotheses were formulated and tested. Out of these, seven hypotheses were confirmed, while two were rejected.
Conclusion: By integrating chatbots into business processes, organizations can create an innovative channel for customer interaction. Due to their direct engagement with users and their role in streamlining various processes, chatbots require careful design that adheres to usability principles. A user-friendly chatbot not only enhances customer satisfaction but also fosters broader adoption of these technologies among the public.
Methodology: This study is a quantitative research endeavor and is applied in nature. The research design follows a descriptive-survey approach. The statistical population includes all individuals who use AI-powered chatbot services as customers. The final sample consists of 230 participants. Data analysis, following the validation of indicators, was conducted using PLS software to develop a structural model.
Findings: The study explores how and why users decide to adopt AI-powered chatbots. Based on the research objectives, nine hypotheses were formulated and tested. Out of these, seven hypotheses were confirmed, while two were rejected.
Conclusion: By integrating chatbots into business processes, organizations can create an innovative channel for customer interaction. Due to their direct engagement with users and their role in streamlining various processes, chatbots require careful design that adheres to usability principles. A user-friendly chatbot not only enhances customer satisfaction but also fosters broader adoption of these technologies among the public.
Keywords: Chatbots, Artificial Intelligence, Attitude, Intention to Use, Technology Acceptance Model
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