Electronic Resource

Article - Virtual agents and flow experience: An empirical examination of AI-powered chatbots Volume 181, Issue C 121772

---

The aspects that could shape customers' virtual experiences with chatbot applications are poorly understood.
Therefore, this study aims to empirically examine the main factors that shape customers' virtual flow experiences
with AI-powered chatbots. The conceptual model was based on flow theory and the technology interactivity
model. This model was extended to include the impact of both readability and transparency. The data were
collected using an online questionnaire survey posted to 500 customers of courier, package delivery, and express
mail services. The statistical results largely supported the role of readability, transparency, personalisation,
responsiveness, and ubiquitous connectivity in shaping the virtual flow experience with chatbots, which in turn
has a significant impact on both communication quality and satisfaction. This study opens new horizons for
researchers and practitioners to consider dimensions other than satisfaction and intention to use, to facilitate and
accelerate the pace of success of chatbot applications. However, several areas have not been fully addressed in
the current study which could be worth considering in future research, as discussed in the related subsection.

---

Ketersediaan

Informasi Detail

Judul Seri

-

No. Panggil

006.3 BAA v

Penerbit

: Elsevier Academic Press., 2022

Deskripsi Fisik

-

Bahasa

English

ISBN/ISSN

0040-1625

Klasifikasi

006.3 BAA v

Tipe Isi

-

Tipe Media

-

Tipe Pembawa

-

Edisi

Volume 181, Issue C 121772

Subjek

-

Info Detail Spesifik

-

Pernyataan Tanggungjawab

-

Versi lain/terkait

Lampiran Berkas

Komentar

---

Anda harus masuk sebelum memberikan komentar