TY - GEN
T1 - Investigating the Role of Technical and Process Quality in Chatbots
T2 - 55th Annual Hawaii International Conference on System Sciences, HICSS 2022
AU - Pirilä, Tommi
AU - Salminen, Joni
AU - Osburg, Victoria Sophie
AU - Yoganathan, Vignesh
AU - Jansen, Bernard J.
N1 - Publisher Copyright:
© 2022 IEEE Computer Society. All rights reserved.
PY - 2022
Y1 - 2022
N2 - Though artificial intelligence (AI) can benefit customer service, there are also user acceptance and quality concerns. We investigate these challenges that impact AI preference and adoption in a real customer service scenario. We focus on Emma, a customer service chatbot at a large Finnish insurance company. Our analysis, based on a survey of 225 consumers using the chatbot, shows that users are reasonably satisfied with Emma, though they are generally do not prefer it to a human. Process quality, relating to “soft” aspects of interaction, is essential for strengthening the users' AI preference. The chatbot's problem-solving ability acts as a hygiene factor, which alone cannot ensure adoption. As a pleasing and useful interaction is a prerequisite for AI user experience, organizations should consider both technical and process quality when implementing chatbots for customer service.
AB - Though artificial intelligence (AI) can benefit customer service, there are also user acceptance and quality concerns. We investigate these challenges that impact AI preference and adoption in a real customer service scenario. We focus on Emma, a customer service chatbot at a large Finnish insurance company. Our analysis, based on a survey of 225 consumers using the chatbot, shows that users are reasonably satisfied with Emma, though they are generally do not prefer it to a human. Process quality, relating to “soft” aspects of interaction, is essential for strengthening the users' AI preference. The chatbot's problem-solving ability acts as a hygiene factor, which alone cannot ensure adoption. As a pleasing and useful interaction is a prerequisite for AI user experience, organizations should consider both technical and process quality when implementing chatbots for customer service.
UR - http://www.scopus.com/inward/record.url?scp=85152240564&partnerID=8YFLogxK
M3 - Conference contribution
AN - SCOPUS:85152240564
T3 - Proceedings of the Annual Hawaii International Conference on System Sciences
SP - 1236
EP - 1245
BT - Proceedings of the 55th Annual Hawaii International Conference on System Sciences, HICSS 2022
A2 - Bui, Tung X.
PB - IEEE Computer Society
Y2 - 3 January 2022 through 7 January 2022
ER -