{"title":"研究人工智能和系统因素以提高聊天机器人的可持续性","authors":"Arum Park, Sae Bom Lee","doi":"10.1080/08874417.2023.2251416","DOIUrl":null,"url":null,"abstract":"Chatbots link companies and users, increase conversions, reduce labor costs, and provide answers based on big data. Since COVID-19, demand for non-face-to-face services has increased. Despite expectations, chatbot use is inconsistent and satisfaction is low. This study identifies factors for improving the sustainability of chatbot services by considering artificial intelligence factors (personalization, anthropomorphism, social presence) and systemic factors (responsiveness, compatibility). The confirmatory factor analysis and structural equation model of the measurement model were analyzed using Smart PLS 3.3. Two hypotheses were rejected because the effect on expectation-confirmation was not statistically significant. This study presents implications for future chatbot research and development.","PeriodicalId":54855,"journal":{"name":"Journal of Computer Information Systems","volume":"143 1","pages":"0"},"PeriodicalIF":2.5000,"publicationDate":"2023-09-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"Examining AI and Systemic Factors for Improved Chatbot Sustainability\",\"authors\":\"Arum Park, Sae Bom Lee\",\"doi\":\"10.1080/08874417.2023.2251416\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"Chatbots link companies and users, increase conversions, reduce labor costs, and provide answers based on big data. Since COVID-19, demand for non-face-to-face services has increased. Despite expectations, chatbot use is inconsistent and satisfaction is low. This study identifies factors for improving the sustainability of chatbot services by considering artificial intelligence factors (personalization, anthropomorphism, social presence) and systemic factors (responsiveness, compatibility). The confirmatory factor analysis and structural equation model of the measurement model were analyzed using Smart PLS 3.3. Two hypotheses were rejected because the effect on expectation-confirmation was not statistically significant. This study presents implications for future chatbot research and development.\",\"PeriodicalId\":54855,\"journal\":{\"name\":\"Journal of Computer Information Systems\",\"volume\":\"143 1\",\"pages\":\"0\"},\"PeriodicalIF\":2.5000,\"publicationDate\":\"2023-09-14\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Journal of Computer Information Systems\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.1080/08874417.2023.2251416\",\"RegionNum\":4,\"RegionCategory\":\"管理学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q2\",\"JCRName\":\"COMPUTER SCIENCE, INFORMATION SYSTEMS\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Computer Information Systems","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1080/08874417.2023.2251416","RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"COMPUTER SCIENCE, INFORMATION SYSTEMS","Score":null,"Total":0}
Examining AI and Systemic Factors for Improved Chatbot Sustainability
Chatbots link companies and users, increase conversions, reduce labor costs, and provide answers based on big data. Since COVID-19, demand for non-face-to-face services has increased. Despite expectations, chatbot use is inconsistent and satisfaction is low. This study identifies factors for improving the sustainability of chatbot services by considering artificial intelligence factors (personalization, anthropomorphism, social presence) and systemic factors (responsiveness, compatibility). The confirmatory factor analysis and structural equation model of the measurement model were analyzed using Smart PLS 3.3. Two hypotheses were rejected because the effect on expectation-confirmation was not statistically significant. This study presents implications for future chatbot research and development.
期刊介绍：
The Journal of Computer Information Systems (JCIS) aims to publish manuscripts that explore information systems and technology research and thus develop computer information systems globally.
We encourage manuscripts that cover the following topic areas:
-Analytics, Business Intelligence, Decision Support Systems in Computer Information Systems
- Mobile Technology, Mobile Applications
- Human-Computer Interaction
- Information and/or Technology Management, Organizational Behavior & Culture
- Data Management, Data Mining, Database Design and Development
- E-Commerce Technology and Issues in computer information systems
- Computer systems enterprise architecture, enterprise resource planning
- Ethical and Legal Issues of IT
- Health Informatics
- Information Assurance and Security--Cyber Security, Cyber Forensics
- IT Project Management
- Knowledge Management in computer information systems
- Networks and/or Telecommunications
- Systems Analysis, Design, and/or Implementation
- Web Programming and Development
- Curriculum Issues, Instructional Issues, Capstone Courses, Specialized Curriculum Accreditation
- E-Learning Technologies, Analytics, Future
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