Author ORCID Identifier
Eden Samuel Parthiban: https://orcid.org/0000-0003-2045-941X
Mohd Adil: https://orcid.org/0000-0003-3907-0666
Abstract
AI-based Conversational Agents play a pivotal role in reshaping industries through automation and information exchange. Despite their prominence, gaps persist in tailoring CAs for optimal integration into businesses and society. Our study addresses this gap, focusing on CAs in banking, a crucial sector at the forefront of technological adoption. Through a mixed-method approach, combining scientometric techniques, Partial Least Squares Structural Equation Modeling, Necessary Condition Analysis, and Importance-Performance Mapping Analysis, we aim to understand the fit between banking CAs and consumer needs, by classifying, investigating, and isolating the necessary and important influencing elements contributing to the fit. The findings suggest that although three distinct factors relating to the individual (user), organization (banks), and system (CAs) play a role in the aforesaid integration, only organizational and systemic factors are crucial. Accordingly, our research contributes to information systems understanding and offers practical insights for stakeholders navigating the intricate dynamics of human-computer interaction.
DOI
10.17705/1CAIS.05516
Recommended Citation
Parthiban, E. S., & Adil, M. (2024). Seeing Through the Mystique Surrounding the Task-Technology-Organization Fit: A Mixed-Method Exploration of Consumers’ Intention to Use Banking Conversational Agents. Communications of the Association for Information Systems, 55, 395-433. https://doi.org/10.17705/1CAIS.05516
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