Resumen de Behavioural intention towards chatbots: suitability of utaut2 model
María Romero Charneco, Pilar Alarcón Urbistondo, Ana María Casado Molina, Celia M. Q. Ramos
Among the most innovative proposals for establishing human-machine relationships are the so-called chatbots. These conversational agents are being used essentially by large brands to support their customer service and as an interesting sales aid. In this context, study aimed to identify the key factors that drive or hinder intention and behaviour of use of this new technology by consumers when dealing with companies. The UTAUT2 model was very useful to achieve this objective. The model was tested using structural equation modelling (SEM). The study was conducted with a sample of 386 consumers of a gastronomic chatbot on the MIM WhatsApp.
