Abstract:The present study identifies, organizes, and structures the available scientific knowledge on the recent use and the prospects of Voice Assistants (VA) in private households. The systematic review of the 207 articles from the Computer, Social, and Business and Management research domains combines bibliometric with qualitative content analysis. The study contributes to earlier research by consolidating the as yet dispersed insights from scholarly research, and by conceptualizing linkages between research domain… Show more
Industry 4.0 profoundly impacts the insurance sector, as evidenced by the significant growth of insurtech. One of these technologies is chatbots, which enable policyholders to seamlessly manage their active insurance policies. This paper analyses policyholders’ attitude toward conversational bots in this context. To achieve this objective, we employed a structured survey involving policyholders. The survey aimed to determine the average degree of acceptance of chatbots for contacting the insurer to take action such as claim reporting. We also assessed the role of variables of the technology acceptance model, perceived usefulness, and perceived ease of use, as well as trust, in explaining attitude and behavioral intention. We have observed a low acceptance of insureds to implement insurance procedures with the assistance of a chatbot. The theoretical model proposed to explain chatbot acceptance provides good adjustment and prediction capability. Even though the three assessed factors are relevant for explaining attitude toward interactions with conversational robots and behavioral intention to use them, the variable trust exhibited the greatest impact. The findings of this paper have fair potential theoretical and practical implications. They outline the special relevance of trust in explaining customers’ acceptance of chatbots since this construct impacts directly on attitude but also perceived usefulness and perceived ease of use. Likewise, improvements in the utility and ease of use of robots are also needed to prevent customers’ reluctance toward their services.
As technology evolves into streamlined tasks, Voice Assistant Devices (VADs) have become increasingly valuable for office settings. This study explores the factors influencing employees’ intentions to use VADs at work using a sample of 324 respondents from India. Integrating theories from technology adoption, innovation diffusion, and trust, this study highlights that performance expectancy, compatibility and observability significantly improve attitudes toward VAD usage in professional settings. The quality of VAD outputs notably boosts user trust, emphasizing the need for high-performance devices. Employees’ receptiveness to innovation also heightens their expectations for VADs’ effectiveness. Moreover, the compatibility and visibility of VAD benefits critically shape user attitudes, directly affecting users’ willingness to adopt this technology. Our study can help organizations plan strategies for applying VADs to support workplace tasks.
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