Unlocking the precursors of customer service experience using artificial intelligence-driven chatbot: calibration of gratification theory and expectation confirmation model
Quantitative research reveals key factors influencing chatbot user satisfaction and experience, indicating significant roles of gratification and competency models.
Key Points
AI-driven chatbots significantly improve user satisfaction, determined by factors like cognitive competency and gratification.
Findings show that user satisfaction and perceived anthropomorphism explained substantial variance in chatbot user experience, with robust statistics.
Quantitative research based on a survey of 373 respondents utilized structural equation modeling to validate the study's framework.
The study highlights practical implications for developing AI-driven chatbots, emphasizing user expectations and gratification as key elements.