User Adoption of Chatbots

Abstract

Chatbots are being widely used by customers of businesses in many service domains. A chatbot is a computer program that uses machine learning, natural language processing, and artificial intelligence. Because of their support for efficient way of communication, chatbots have the potential of enhancing customer support and therefore customer satisfaction with service delivery. As little is known about adoption of chatbots, the purpose of this research study is to identify the factors that contribute to user adoption of this support tool. In doing so, this paper presents a review of literature and proposes a framework that highlights the factors that contribute to the adoption of chatbots in private service sector.

Keywords: Chatbot, conversational agent, success factor, adoption

JEL Classification: O33