Full-text resources of CEJSH and other databases are now available in the new Library of Science.
Visit https://bibliotekanauki.pl

Results found: 2

first rewind previous Page / 1 next fast forward last

Search results

Search:
in the keywords:  artificial intelligence tools
help Sort By:

help Limit search:
first rewind previous Page / 1 next fast forward last
1
Publication available in full text mode
Content available

Purchase intentions in a chatbot environment: An examination of the effects of customer experience

100%
Martínez Puertas S., Illescas Manzano M. D., Segovia López C., Ribeiro-Cardoso P.
Oeconomia Copernicana
|
2024
|
vol. 15
|
issue 1
145-194
EN
Research background: Chatbots represent valuable technological tools that allow companies to improve customer experiences, meet their expectations in real time, and provide them with personalized assistance. They have contributed to the transformation of conventional customer service models into online solutions, offering accessibility and efficiency through their integration across various digital platforms. Nevertheless, the existing literature is limited in terms of exploring the potential of chatbots in business communication and studying their impact on the customer's response. Purpose of the article: The main objective of this study is to examine how consumers perceive chatbots as customer service devices. In particular, the paper aims to analyze the influence of the dimensions of “Information”, “Entertainment”, “Media Appeal”, “Social Presence” and “Risk for Privacy” on the “Customer Experience” and the latter on the “Purchase Intention”, under the consideration of the Uses and Gratifications Theory. Moderations due to Chatbot Usage Frequency for some of the relationships proposed are also analyzed.  Methods: An empirical study was performed through a questionnaire to Spanish consumers. The statistical data analysis was conducted with R software through the lavaan package. To test the hypotheses from the conceptual model a structural equation modelling approach was adopted. Findings & value added: The results obtained identify the main characteristics of chatbots that can support brands to effectively develop their virtual assistants in order to manage their relational communication strategies and enhance their value proposal through the online customer journey. Findings demonstrate the contribution that chatbot dimensions make to the online consumer experience and its impact on the purchase intention, with the consideration of the moderating effect exercised by the user's level of experience (novice vs. experienced) with the use of chatbots. Regarding managerial implications, this research offers recommendations for e-commerce professionals to manage chatbots more effectively. The “Entertainment” and “Social Presence” dimensions can be operationalized at a visual (e.g., appearance of the avatar and text box, use of designs aligned with the website) and textual level (e.g., style and tone of voice, use of expressions typical of the target audience) to generate a feeling of proximity with the chatbot and facilitate its adoption. “Media Appeal” requires that the chatbot be easy to use, effective, and accessible, to facilitate its usability. Finally, mitigation of “Privacy Risk” concerns should be achieved by presenting an appropriate privacy policy and requesting permission for the use of customers’ private information.
2
Content available remote

Mākslīgā intelekta rīku humanitārie, sociālie un tehniskie aspekti

67%
Vladimirs M., Vera K., Ieva B., Andrejs R.
Sociālo Zinātņu Vēstnesis
|
2024
|
issue 1
91-102
LV
Šī raksta mērķis ir izpētīt mākslīgo socialitāti, izmantojot piemēru par autoru komunikāciju ar ChatGPT, kā arī pamatojoties uz humanitāro, sociālo un tehnisko pētījumu pieredzes analīzi mākslīgā intelekta jomā un citu pētnieku komunikāciju ar mākslīgā intelekta rīkiem. Pētījuma priekšmets ir mākslīgās socialitātes dalībnieki (cilvēki un mākslīgā intelekta rīki) un komunikācija starp tiem. Pētījums ir pārsvarā sociāli humanitārais, bet ietver mēģinājumu pievērsties mākslīgā intelekta rīku funkcionēšanas matemātiski tehnoloģiskajiem aspektiem saistībā ar to, kā tie veido cilvēku sabiedrībai jaunu sociālo realitāti – mākslīgo socialitāti. Raksta pirmajā daļā autori analizē komunikāciju kā socialitātes pamatu, izmantojot N. Lūmana metodoloģiju. Otrajā daļā parādīts, kā mākslīgā intelekta matemātiskās tehnoloģijas ir kļuvušas par sociālajām tehnoloģijām mākslīgās socialitātes ietvaros. Trešajā daļā aprakstīta eksperimentālā komunikācija starp cilvēkiem un mākslīgā intelekta rīkiem, izmantojot ChatGPT piemēru. Pētījuma autori pirmo reizi Baltijas valstīs aplūkojuši mākslīgo socialitāti un mākslīgo intelektu to socioloģiskajā aspektā un mēģinājuši starpdisciplināru izpēti šajā jomā. Nākotnē pieprasījums pēc starpdisciplināras pieejas mākslīgā intelekta rīku izpētē tikai pieaugs, jo šis priekšmets pats par sevi ir starpdisciplinārs, un neviena zinātne nespēs panākt izrāvienu izolētībā. Autori uzskata, ka mākslīgās socialitātes ietvaros vairāku veidu prāti (īpaši cilvēka un datora) var konstruktīvi līdzdarboties, tāpat kā līdz šim līdzfunkcionēja cilvēku un dzīvnieku prāti.
EN
The purpose of this article is to study artificial sociality using the example of the authors’ communication with ChatGPT, as well as based on an analysis of the experience of humanitarian, social and technical research in the field of artificial intelligence and the communication of other researchers with artificial intelligence tools. The subject of the study is the participants in artificial sociality (people and artificial intelligence tools) and communication between them. The research is predominantly social and humanitarian, but includes an attempt to address the mathematical and technological aspects of the functioning of artificial intelligence tools in the context of how they create a new social reality for human society – artificial sociality. In the first section of the article, the authors analyze communication as the basis of sociality, using the methodology of N. Luhmann. The second section shows how mathematical technologies of artificial intelligence became social technologies in the framework of artificial sociality. The third section describes experimental communication between people and artificial intelligence tools using ChatGPT as an example. For the first time in the Baltic countries, the authors of the study examined artificial sociality and artificial intelligence in their sociological aspect and attempted interdisciplinary research in this area. In the future, the demand for an interdisciplinary approach to the study of artificial intelligence tools will only increase, since this subject itself is interdisciplinary, and no single science will be able to make a breakthrough in isolation. The authors believe that in the framework of artificial sociality, several types of minds (in particular, human and computer) may well co-function constructively, just as human and animal minds have co-functioned so far.
first rewind previous Page / 1 next fast forward last
JavaScript is turned off in your web browser. Turn it on to take full advantage of this site, then refresh the page.