Exploring the influence of customer experience with automated text models on usage intention: The moderating role of competence, accuracy, and credibility
Abstract/Description
This paper presents an in-depth analysis of the evolving role of AI-powered chatbots in influencing customer behavior, specifically focusing on how the characteristics of these chatbots impact customer usage intentions by examining the role of chatbot competence, accuracy, and credibility, and how they interplay with customer experience to shape their intentions towards using chatbots. The research utilizes a quantitative approach, employing a structured questionnaire to gather data from a diverse demographic. The sample includes individuals of all age groups who interact with AI-powered chatbots for various purposes. The findings reveal that Customer Experience has a positive and significant impact on Chatbot Usage Intention and that the Competence, Credibility and Accuracy of the Chatbot strengthen the main relationship. The study aims to contribute to the understanding of AI chatbots in customer service contexts and lay the groundwork for future research in this rapidly evolving field.
Keywords
Customer Experience, AI Chatbots, Usage Intention, Competence, Credibility, Accuracy
Track
Marketing
Session Number/Theme
2C: Marketing
Session Chair
Dr. Huma Amir ; Dr. Lakhi Muhammad
Start Date/Time
30-5-2024 3:25 PM
End Date/Time
30-5-2024 4:55 PM
Location
MCS-5, AMAN-CED Building
Recommended Citation
Junaid, S., Nadeem, A., Liaqat, M., Ameer, S. M., & Khan, S. (2024). Exploring the influence of customer experience with automated text models on usage intention: The moderating role of competence, accuracy, and credibility. 3rd IBA SBS International Conference 2024. Retrieved from https://ir.iba.edu.pk/sbsic/2024/program/61
COinS
Exploring the influence of customer experience with automated text models on usage intention: The moderating role of competence, accuracy, and credibility
MCS-5, AMAN-CED Building
This paper presents an in-depth analysis of the evolving role of AI-powered chatbots in influencing customer behavior, specifically focusing on how the characteristics of these chatbots impact customer usage intentions by examining the role of chatbot competence, accuracy, and credibility, and how they interplay with customer experience to shape their intentions towards using chatbots. The research utilizes a quantitative approach, employing a structured questionnaire to gather data from a diverse demographic. The sample includes individuals of all age groups who interact with AI-powered chatbots for various purposes. The findings reveal that Customer Experience has a positive and significant impact on Chatbot Usage Intention and that the Competence, Credibility and Accuracy of the Chatbot strengthen the main relationship. The study aims to contribute to the understanding of AI chatbots in customer service contexts and lay the groundwork for future research in this rapidly evolving field.
