Start Date
16-8-2018 12:00 AM
Description
Artificial intelligence (AI) technology is advancing, and its application are widely used in many fields. AI chatbots powered by natural language processing are being integrated in numerous industries. AI chatbots help to improve customer services and enhance customer experiences. There is lack of study about the interactions between human and chatbots. As chatbots are designed to make interactions that are closer and more personal to the user, the way users communicate and interact with chatbots will differ from non-AI machines. Based on self-determination theory, this research aims to study the differences in system satisfaction between chatbot system and website system, and what factors determine satisfaction. The proposed research model hypothesizes the relationship between perceived autonomy, perceived competence, cognitive load, performance satisfaction, process satisfaction, and system satisfaction. It is proposed that the model will be tested using experimental survey.
Recommended Citation
Nguyen, Quynh N. and Sidorova, Anna, "Understanding user interactions with a chatbot: a self-determination theory approach" (2018). AMCIS 2018 Proceedings. 3.
https://aisel.aisnet.org/amcis2018/HCI/Presentations/3
Understanding user interactions with a chatbot: a self-determination theory approach
Artificial intelligence (AI) technology is advancing, and its application are widely used in many fields. AI chatbots powered by natural language processing are being integrated in numerous industries. AI chatbots help to improve customer services and enhance customer experiences. There is lack of study about the interactions between human and chatbots. As chatbots are designed to make interactions that are closer and more personal to the user, the way users communicate and interact with chatbots will differ from non-AI machines. Based on self-determination theory, this research aims to study the differences in system satisfaction between chatbot system and website system, and what factors determine satisfaction. The proposed research model hypothesizes the relationship between perceived autonomy, perceived competence, cognitive load, performance satisfaction, process satisfaction, and system satisfaction. It is proposed that the model will be tested using experimental survey.