Dublin Core
Title
AI-Enabled Chatbot Integration on Business Process and Its Effect on Service Performance
Creator
Esther Asiedu, Afia Nyarko Boakye, Ebenezer Malcalm, Mohammed Majeed
Description
This study aims to quantitatively explore the impact of AI-enabled chatbot integration on business processes, focusing on system quality, information quality, and chatbot experience. Utilizing a quantitative approach, the study involves 395 participants in Ghana to analyze the relationships between system quality (SQ), quality of information (QoI), experience with chatbot (ECB), business agility (BA), and service performance (SP). The study revealed that AI-enabled chatbot integration profoundly influences business processes, with business agility acting as a key mediator, impacting service performance. The interconnected relationships identified provide valuable insights into navigating the evolving digital landscape. Organizations are recommended to strategically leverage AI-enabled chatbot integration, prioritize business agility, and invest in technology to enhance system quality, information quality, and user …
Publisher
Springer Nature Singapore
Date
2024
Source
https://scholar.google.com/citations?view_op=view_citation&hl=en&user=DA2jtasAAAAJ&cstart=20&pagesize=80&citation_for_view=DA2jtasAAAAJ:_kc_bZDykSQC
Language
English