ABSTRACT
Artificial intelligence-driven chatbots have opened up new revenue streams for companies. Modern distribution platforms like chatbots enable merchants to promptly and wherever to fulfill customer requests. Since chatbots are essentially human replacements, it's critical to understand how consumers view them and what conditions enable specific behavioral goals to be met by the technology. This study looks into voice chatbot interactions from a social relationship perspective between organizations and customers.
Artificial intelligence-driven chatbots have opened up new revenue streams for companies. Modern distribution platforms like chatbots enable merchants to promptly and wherever to fulfill customer requests. Since chatbots are essentially human replacements, it's critical to understand how consumers view them and what conditions enable specific behavioral goals to be met by the technology. This study looks into voice chatbot interactions from a social relationship perspective between organizations and customers.
Prior research has looked into using chatbots only for online customer support. One of the earliest attempts to offer a thorough insight into how customers react to a voice chatbot using actual data in the study. The social section of human-chatbot interaction is new to our study (1). To our knowledge, no previous research has examined how users‘ intentions and behaviors are influenced by whether or not they maintain an online social presence when using voice chatbots. Other social presence-related factors like perceived satisfaction, trust, attitude toward voice chatbots, and behavioral intention are also included in our study (2). In this work, mediating effects are tested (3). Our research is unique because of these three contributions.
Our goals in this study are to assess how important social media presence is online for voice chatbot users; to investigate how social presence affects people's perceptions of voice chatbots’ level of pleasure and trust; additionally, to investigate how attitude and behavioral intention are impacted by voice chatbot trust; to examine the impact of perceived enjoyment on attitudes regarding voice chatbots; to investigate the impact of attitude toward voice chatbots on intention to behave; and to assess this relationship's mediating consequences. In order to do this, a questionnaire survey based on the respondents‘ experiences was carried out.
