Title:	FACTORS AFFECTING THE SUSTAINED USE OF CHATBOTS: AN ORGANIZATIONAL PERSPECTIVE
Author(s):	Karine Aoun Barakat and Amal Dabbous
ISBN:	978-989-8533-90-6
Editors:	Piet Kommers and Guo Chao Peng
Year:	2019
Edition:	Single
Keywords:	Technology Sustained Use, Artificial Intelligence, Chatbots, Organizational Perspective
Type:	Full Paper
First Page:	11
Last Page:	18
Language:	English
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Full Contents:	click to dowload
Paper Abstract:	Artificial intelligence innovations including conversational user interfaces have become widely adopted within the banking sector, as they present numerous advantages such as cost reduction, increased efficiency and quicker servicing of customers. However, these benefits will materialize only if organizations ensure the sustained use of these technologies. Hence, identifying the main factors that drive the sustained use of these services is critical to assess newtechnology adoption given that a very high number of IT implementations might fail. Researchers have relied on technology acceptance models to analyze the adoption of these new technologies within organizations, however little is known about the factors that ensure their sustained use. Using a qualitative methodology based on in-depth interviews with employees of a leading bank operating in developing economies, the study addresses this shortcoming by investigating the factors that contribute to the sustained use of conversational user interfaces, taking chatbots as a case study. Findings reveal that eight main internal and external factors are essential to promote the sustained use of chatbots, the most prominent of which are: a positive human-technology relationship, a favorable corporate culture, and the technology’s high perceived efficiency.
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