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

Understanding Users' Acceptance of Artificial Intelligence Applications: A Literature Review

In recent years, with the continuous expansion of artificial intelligence (AI) application forms and fields, users' acceptance of AI applications has attracted increasing attention from scholars and business practitioners. Although extant studies have extensively explored user acceptance of different AI applications, there is still a lack of understanding of the roles played by different AI applications in human-AI interaction, which may limit the understanding of inconsistent findings about user acceptance of AI. This study addresses this issue by conducting a systematic literature review on AI acceptance research in leading journals of Information Systems and Marketing disciplines from 2020 to 2023. Based on a review of 80 papers, this study made contributions by (i) providing an overview of methodologies and theoretical frameworks utilized in AI acceptance research; (ii) summarizing the key factors, potential mechanisms, and theorization of users' acceptance response to AI service providers and AI task substitutes, respectively; and (iii) proposing opinions on the limitations of extant research and providing guidance for future research.

The Moderating Effects of Gender and Study Discipline in the Relationship between University Students' Acceptance and Use of ChatGPT

The intensive adoption of ChatGPT by university students for learning has encouraged many scholars to test the variables that impact on their use of such AI in their learning. This study adds to the growing body of studies, especially in relation to the moderating role of students' gender and their study discipline in their acceptance and usage of ChatGPT in their learning process. This study expanded the Unified Theory of Acceptance and Use of Technology (UTAUT) by integrating gender as well as study disciplines as moderators. The study collected responses from students in Saudi universities with different study disciplines and of different genders. The results of a structural model using Smart PLS showed a significant moderating effect of gender on the relationship between performance expectancy and ChatGPT usage. The results confirmed that the impact of performance expectancy in fostering ChatGPT usage was stronger in male than in female students. Moreover, social influence was shown to significantly affect males more than females in relation to ChatGPT usage. In addition, the findings showed that study discipline significantly moderates the link between social influence and ChatGPT usage. In the same vein, social influence significantly influences ChatGPT use in social sciences more than in applied sciences. Hence, the various implications of the study were discussed.

"Chatting with ChatGPT": Analyzing the factors influencing users' intention to Use the Open AI's ChatGPT using the UTAUT model

Open AI's ChatGPT has emerged as a popular AI language model that can engage in natural language conversations with users. Based on a qualitative research approach using semistructured interviews with 32 ChatGPT users from India, this study examined the factors influencing users' acceptance and use of ChatGPT using the unified theory of acceptance and usage of technology (UTAUT) model. The study results demonstrated that the four factors of UTAUT, along with two extended constructs, i.e. perceived interactivity and privacy concerns, can explain users' interaction and engagement with ChatGPT. The study also found that age and experience can moderate the impact of various factors on the use of ChatGPT. The theoretical and practical implications of the study were also discussed.

Use of chatbots for customer service in MSMEs

Purpose

This 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/approach

The methodology employed includes participants, chatbot development platform, research methodology, software development methodology and usability test to contextualize the study's results.

Findings

Based 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/value

The paper analyzes chatbots for customer service and presents the usability testing results of three chatbots implemented in MSMEs.

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

Purpose

Despite 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/approach

The research is based on PRISMA methodology, which revealed a total of 39 empirical studies examining users' intention to adopt and utilize chatbots.

Findings

After 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/value

As 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.

Exploring librarians’ intentions to collaborate in research: A model integrating the Theory of Planned Behavior and Social Exchange Theory

While many studies have attempted to understand librarians’ academic engagement (e.g. publication), there is a dearth of knowledge about the determinants of the research collaboration behavior of librarians, especially in Chinese libraries. This study focused on Chinese academic librarians and investigated factors that affect their intentions to engage in research collaboration based on a conceptual framework integrating the Theory of Planned Behavior and Social Exchange Theory. A survey containing 318 respondents was used to evaluate the research model by partial least square based structural equation modeling. The results showed that the integrative model could explain 53% of the variance of academic librarians’ intentions to collaborate. The findings revealed that attitude, subjective norms, perceived behavior control, and perceived benefits showed significant direct influence on Chinese academic librarians’ collaborative intentions. Perceived positive consequences (benefits, relationships, and reputation) in research collaboration had indirect effects on academic librarians’ intentions through attitude. Meanwhile, there were significant differences existing in path coefficients for librarians with different disciplinary backgrounds, professional ranks, and research projects. This study contributes to the existing literature by empirically studying factors that impact Chinese librarians’ intention to research collaboration and examining the intrinsic relations among these factors. It helps the universities’ managers and librarians finding ways to boost factors in supporting the research collaboration.

Factors influencing students' adoption intention of brain–computer interfaces in a game-learning context

Purpose

A research framework that explains adoption intention in students with regard to brain–computer interface (BCI) games in the learning context was proposed and empirically examined.

Design/methodology/approach

In this study, an approach integrating the decomposed theory of planned behavior, perceived playfulness, risk and the task–technology fit (TTF) concept was used to assess data collected using a post-experiment questionnaire from a student sample in Taiwan. The research model was tested using the partial least-squares structural equation modeling (PLS-SEM) technique.

Findings

Attitude, subjective norms and TTF were shown to impact intention to play the BCI game significantly, while perceived behavioral control did not show a significant impact. The influence of superiors and peers was found to positively predict subjective norms. With the exception of perceived ease of use, all of the proposed antecedents were found to impact attitude toward BCI games. Technology facilitating conditions and BCI technology characteristics were shown to positively determine perceived behavior control and TTF, respectively. However, the other proposed factors did not significantly influence the latter two dependents.

Originality/value

This research contributes to the nascent literature on BCI games in the context of learning by highlighting the influence of belief-related psychological factors on user acceptance of BCI games. Moreover, this study highlights the important, respective influences of perceived playfulness, risk and TTF on users' perceptions of a game, body monitoring and technology implementation, each of which is known to influence willingness to play.