The Role of Technical and Process Quality of Chatbots: A Case Study from the Insurance Industry Pirilä, Tommi Salminen, Joni Osburg, Victoria-Sophie Yoganathan, Vignesh Jansen, Bernard J. 2021-12-24T17:27:36Z 2021-12-24T17:27:36Z 2022-01-04
dc.description.abstract Artificial intelligence (AI) influences customer service through benefits, such as reliability, availability, and economic efficiency. However, AI applications also involve challenges of user acceptance and quality concerns. To address these challenges, we investigate the factors that impact AI preference and adoption among users of a chatbot in a real customer service scenario. We focus on Emma, a customer service chatbot at a large Finnish insurance company. Our analysis, based on an online survey administered to 225 consumers using the chatbot for their customer service needs, shows that customers are reasonably satisfied with Emma, though they are generally do not prefer AI over a human. Users’ perceived process quality relating to “soft” aspects of interaction is quintessential in strengthening technical quality relating to effectiveness and efficiency of service, both contributing to AI preference. Thus, the chatbot’s problem-solving ability acts as a hygiene factor, which alone cannot ensure adoption. As a pleasing and useful interaction is prerequisite for user experience, organizations should consider both technical and process quality when implementing chatbots in customer service.
dc.format.extent 10 pages
dc.identifier.doi 10.24251/HICSS.2022.152
dc.identifier.isbn 978-0-9981331-5-7
dc.language.iso eng
dc.relation.ispartof Proceedings of the 55th Hawaii International Conference on System Sciences
dc.rights Attribution-NonCommercial-NoDerivatives 4.0 International
dc.subject Case studies of Artificial Intelligence, Business Intelligence, Analytics Technologies for Industry Platforms
dc.subject acceptance
dc.subject chatbots
dc.subject service quality
dc.title The Role of Technical and Process Quality of Chatbots: A Case Study from the Insurance Industry
dc.type.dcmi text
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