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The acceptance of chatbots in an enterprise context – A survey study

Author

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  • Brachten, Florian
  • Kissmer, Tobias
  • Stieglitz, Stefan

Abstract

While Interactive systems such as Chatbots, are well known in personal environments with technologies like “Apple’s Siri” or the “Google’s Assistant”, the acceptance of said technologies in the enterprise context has hardly been examined. Literature shows that these technologies hold great potential for enterprises as they can increase productivity and are cost-efficient by automating processes. Still, to not alienate employees when introducing these systems called Enterprise Bots in this paper, it is crucial to understand how employees accept and adopt these new systems. This paper derives a research model based on the decomposed Theory of Planned Behaviour, which is tested in a survey with 198 participants. Results from a structural equation model show that intrinsic motivation of the employees has a strong positive influence on the intention to use Enterprise Bots whereas external influences showed smaller effects. The results indicate that it is important that employees are convinced of the usefulness of a tool for themselves. The paper provides theoretical insights and helps decision makers to introduce such systems.

Suggested Citation

  • Brachten, Florian & Kissmer, Tobias & Stieglitz, Stefan, 2021. "The acceptance of chatbots in an enterprise context – A survey study," International Journal of Information Management, Elsevier, vol. 60(C).
    • Handle: RePEc:eee:ininma:v:60:y:2021:i:c:s0268401221000682
    DOI: 10.1016/j.ijinfomgt.2021.102375
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    Citations

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    Cited by:

    1. Xuequn Wang & Xiaolin Lin & Bin Shao, 2023. "Artificial intelligence changes the way we work: A close look at innovating with chatbots," Journal of the Association for Information Science & Technology, Association for Information Science & Technology, vol. 74(3), pages 339-353, March.
    2. Jorge Andrés-Sánchez & Jaume Gené-Albesa, 2024. "Not with the bot! The relevance of trust to explain the acceptance of chatbots by insurance customers," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-12, December.
    3. Tarikul Islam & Erhua Zhou, 2024. "Unpacking the Reasons Shaping Employee Acceptance and Attitudes towards AI Assistant Services in the Hotel Industry: A Behavioral Reasoning Perspective," Advances in Management and Applied Economics, SCIENPRESS Ltd, vol. 14(5), pages 1-7.
    4. Baabdullah, Abdullah M. & Alalwan, Ali Abdallah & Algharabat, Raed S. & Metri, Bhimaraya & Rana, Nripendra P., 2022. "Virtual agents and flow experience: An empirical examination of AI-powered chatbots," Technological Forecasting and Social Change, Elsevier, vol. 181(C).
    5. Ferraro, Carla & Demsar, Vlad & Sands, Sean & Restrepo, Mariluz & Campbell, Colin, 2024. "The paradoxes of generative AI-enabled customer service: A guide for managers," Business Horizons, Elsevier, vol. 67(5), pages 549-559.
    6. Marikyan, Davit & Papagiannidis, Savvas & Rana, Omer F. & Ranjan, Rajiv & Morgan, Graham, 2022. "“Alexa, let’s talk about my productivity”: The impact of digital assistants on work productivity," Journal of Business Research, Elsevier, vol. 142(C), pages 572-584.
    7. Laura García-Fernández & Marta Ortiz-de-Urbina-Criado & María-José García-López, 2024. "Mapping the main research themes in digital human resources," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-12, December.
    8. Lee, Kuo-Wei & Li, Chia-Ying, 2023. "It is not merely a chat: Transforming chatbot affordances into dual identification and loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    9. Mark Anthony Camilleri & Ciro Troise, 2023. "Live support by chatbots with artificial intelligence: A future research agenda," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 61-80, March.

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