信息管理与商业智能系学术讲座

时    间：2023年02月21日（周二）13：30-14：30

主持人：复旦大学 管理学院 信息管理与商业智能系 胥正川 副教授

地    点：李达三楼105室

题    目：What drives the adoption of artificial intelligence (AI)-enabled chatbots in an organization context? An extended fit-viability perspective

摘    要：

Nowadays, Artificial Intelligence (AI)-enabled conversational agents or chatbots (ICA) have been widely introduced in online customer services, potentially transforming the frontline workforce. However, the adoption of ICA has been hindered by the uncertainty of its cost-effectiveness and limited research focused on ICA’s adoption at the organizational level. Therefore, our study aims to investigate what factors drive managerial intention to adopt ICA. Drawing upon a fit-viability model (FVM) and a motivation perspective, we develop a theoretical framework to explore the main factors that affect managers’ perceptions of ICA for customer service. This paper differs from previous studies since we focus on examining the extrinsic and intrinsic motivation from companies’ perspectives and incorporate fit and viability into the managers’ views. Specifically, we conducted an empirical study to verify the model using survey data collected from 115 managers. Our findings demonstrate that managers take both extrinsic motivators (i.e., perceived environmental pressure) and intrinsic motivators (i.e., perceived business values of ICA) into consideration when deciding to adopt ICA in customer service. Moreover, our results illustrate that both fit (i.e., perceived capability of ICA) and viability (i.e., perceived managerial and technical viability) are significant drivers of managers’ value perceptions and can then positively affect organizational intention.

信息管理与商业智能系

2023-2-17