Abstract

This research explores consumers' views of AI conversational bots, explicitly focusing on ChatGPT by OpenAI and analyzing 45,844 YouTube comments. The study examines the societal implications of AI bots, emphasizing public perception as a key factor in their acceptance and integration. Three guiding questions shape the research: 1) What themes emerge from YouTube comments about ChatGPT? 2) How do these themes reflect the public's concerns and understanding of ChatGPT and AI? 3) What future research directions can be proposed based on these themes? The study extracts and interprets key themes and their relationships by employing manual and automated text analysis, including Leximancer, an AI-based software. Leximancer's AI capabilities are crucial in identifying patterns in large data sets, providing an in-depth understanding of public sentiment. The research categorizes attitudes towards AI bots into techno-skepticism, techno-realism, and techno-optimism, illustrating varied public opinions. Themes identified include concerns about AI's impact on employment, privacy, misinformation, and its potential for enhancing efficiency and creativity. These insights bridge AI's technical aspects with its social and ethical dimensions. The study underscores the importance of addressing public concerns and suggests informed approaches for AI development and societal integration, offering valuable insights for developers, researchers, and policymakers.

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