PACIS 2020 Proceedings


Although Artificial intelligence (AI) chatbots have been widely used as the first supports in online consumer service, many customers intend to switch from chatbots to human agents. However, there is a lack of knowledge about the reasons for such switching intention. To fill this gap, we build on the push-pull-mooring (PPM) model to theorize on user switching intention from AI chatbots to human agents. Based on the extensive review of the literature, we propose that the push and pull factors will positively affect individual switching intention and the mooring dimension will have a significant negative impact on the intention. Meanwhile, the relationships among push, pull category and switching intention are moderated by the mooring effects. Items scales will be developed and data will be collected through a laboratory experiment. Then ANOVA and structural equation model (SEM) will be applied to validate the model.



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