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Technology adoption and diffusion: accessing the determinants of behavioral intention to use chatbots
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In recent years, chatbots experienced a big boom with the increase of online messaging platforms and advances in AI. Recently, it was recognized that despite the prosperous predictions, chatbots did not get the user uptake it was expected. This paper addresses the possible reasons behind this problem. ‘Awareness’, ‘interest’ and ‘trust’ were assumed to be the main determinants for chatbot usage. These variables were deepened with a survey-based questionnaire. Data shows that individuals are aware of chatbots but do not have a deep understanding of the subject. There is expression of interest and trust in chatbots, but mainly for sporadic simple tasks. It is concluded that individuals do not use chatbots as much as expected because there is a lack of proper knowledge on the
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Technology adoption Chatbots Interest Trust