• Asia Marketing Journal
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• 제25권3호
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• pp.99-110
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• 2023

Chatbot services have become an essential communication tool for interacting with consumers in e-commerce. To understand consumer behavior in the context of chatbot services, we apply the Theory of Planned Behavior (TPB) to analyze continuance intention to use and additional predictors to explain behavioral intention. An analysis of data collected from 300 digital shopping users who had experienced chatbot services revealed that an extended TPB model holds for the continuous use of chatbot services, driven by both interaction and information quality. Accordingly, these ndings provide a better understanding of consumer behavior toward chatbot services and valuable insights into digital customer relationship management.

• International Journal of Contents
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• 제16권4호
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• pp.1-15
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• 2020

This study examined the impact of chatbot service quality (process quality, outcome quality, and servicescape quality) on user satisfaction and reliability by identifying the relationships between user satisfaction, reliability, immersion, and the paths of three variables influencing reuse intention. The survey was conducted of Korean users in their teens and 70s who had experience using chatbot services. A total of 218 convenience samples were extracted and the data analyzed. By the IS success and SERVQUAL model, the results of structural equation modeling revealed that the chatbot service quality did not affect user satisfaction and reliability. However, user satisfaction and reliability of the chatbot services were shown to lead to reuse intention, and user satisfaction was shown to affect immersion and immersion in reliability. The results showed that satisfaction, reliability, and immersion in the chatbot services were important factors in the chatbot reuse intention. Through the satisfaction and reliability gained through the service, the users wanted to reuse the chatbot services, especially the chatbot services that gained reliability, which will have a greater impact on reuse intention. We can use these results as marketing information to attract loyal customers by identifying the reuse intention of the chatbot service users.

• 인터넷정보학회논문지
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• 제25권1호
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• pp.167-176
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• 2024

챗봇서비스는 AI서비스와 연계하여 다양한 분야에서 활용되고 있다. AI에 대한 보안 연구는 초기 단계이고, 이를 이용한 서비스 구현단계에서의 실질적인 보안 연구는 더욱 부족한 상황이다. 본 논문은 AI서비스와 연계된 챗봇서비스에 대한 보안요구사항을 분석한다. 먼저, 본 논문에서는 최근 발표된 AI보안에 대한 논문과 자료들을 분석한다. 시장에서 서비스가 제공되는 있는 챗봇서비스를 조사하여 일반적인 구현 모델을 정립한다. 구현 모델에는 챗봇관리시스템과 AI엔진이 포함된 5개의 구성요소가 포함되어 있다. 정립된 모델에 기반하여 쳇봇서비스에 특화된 보호자산과 위협을 정리한다. 위협은 실제 운영중인 챗봇서비스 담당자 설문을 통해 챗봇서비스에 특화된 위협을 중심으로 정리한다. 10개의 주요 위협이 도출되었다. 정리된 위협에 대응하기 위해 필요한 보안 영역을 도출하였고, 영역별로 필요한 보안요구사항을 분석하였다. 이는 챗봇서비스 보안 수준을 검토하고 개선하는 과정에서 보안평가 기준으로 활용될 것이다.

• 한국정보시스템학회지:정보시스템연구
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• 제31권4호
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• pp.123-143
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• 2022

Purpose The purpose of this study was to investigate the experience cues of chatbot services provided to existing customers familiar with the e-commerce environment, and to examine the effect of chatbot service's experience cues on customer experience and chatbot trust. Design/methodology/approach This study was conducted on consumers who experienced chatbot services in an e-commerce environment, the final 299 copies of valid data were obtained, and the research hypothesis was verified using PLS as a structural equation model. Findings As a result of the analysis, it was found that functional cues that cause customer experiences using chatbot services had a positive effect on cognitive and emotional experiences, human cues had a positive effect on cognitive, emotional and relational experiences, and customer experiences had a positive effect on chatbot trust.

• Journal of Korea Artificial Intelligence Association
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• 제2권1호
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• pp.15-24
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• 2024

This study is about the effect of chatbot service quality on customer satisfaction and continuous use intention. Data collection was conducted for 13 days from October 23 to November 5, 2023, and a survey was conducted on customers who have used chatbot services. A total of 572 questionnaires were targeted, of which 545 valid data were used for analysis, excluding those that responded insincerely or did not meet the purpose of the study. The analysis results of this study are as follows: First, chatbot service quality partially had a significant effect on satisfaction. Second, customer satisfaction had a significant effect on continuous use intention. Therefore, in order to have a positive impact on continuous use intention, it is necessary to focus on marketing strategies related to chatbot service quality. Also, research focusing on data analysis and performance evaluation is crucial for enhancing chatbot services, necessitating studies that address real-time changes. Through sophisticated data analysis and variable measurement, chatbot services can be effectively improved, leading to enhanced customer satisfaction.

• 반도체디스플레이기술학회지
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• 제21권4호
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• pp.14-17
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• 2022

Due to the development of IT technology and the on-going Coronavirus disease, non-face-to-face services have been activated. To overcome the inconvenience of non-face-to-face service, service providers have adopted chatbots as a way to feel like a human being. As the increasing chatbot services, chatbot builders have emerged, which can help non-developers to build them. Although its popularity has increased, its performance evaluation has not been conducted on such chatbot builders. In this paper, we implement a prototype chatbot that classifies hospital departments in the medical field using Dialogflow and Rasa, which are popular chatbot builders. By measuring the accuracy of the chatbot's classification of medical subjects, we evaluated the level of accuracy that the most used chatbot builder can have when they are used to build a chatbot service. The simulation results showed that Dialogflow had 87%, 65%, and 60%, and Rasa did 64%, 70%, and 63% in surgery dermatology, and otolaryngology, respectively.

• 한국IT서비스학회지
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• 제19권4호
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• pp.31-47
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• 2020

Recently, as the COVID-19 has spread and prolonged worldwide, the 'Untact' society is becoming routinized, and various smart technologies are leading to the spread of the 'Ontact' culture. This is because the desire of consumers to purchase a product and use the service has increased while minimizing the direct contact. In order to quickly respond to this circumstance, the percentage of the companies which are adopting Chatbot in various fields such as orders, delivery, and inquiries is increasing and they are getting a positive result. However as the demand for building Chatbot increases dramatically, there are many confusions among the companies which want to introduce Chatbot to their system, due to the lack of professional technicians and difficulties in understanding AI technologies and how to build them effectively. I believe that in the post COVID-19 era, much more companies will adopt Chatbot, and this will intensify the problem. The purpose of this study was to derive the needs for a guide on the method of buiilding a Chatbot through considering the prior research on Chatbot and analysis of the recent surge in the use of Chatbot services related to COVID-19. There are implications to presenting 5 phases of universal Chatbot implementation methodology using the platform to the stakeholders who want to introduce Chatbot to their customer so that they can understand and build Chatbot more easily and use AI Chatbot actively in response to the POST COVID-19 era.

• 정보관리학회지
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• 제37권4호
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• pp.151-179
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• 2020

본 연구는 대학도서관 이용자를 대상으로 도서관 챗봇을 설계하고 구현하여 언택트 시대의 새로운 비대면 디지털 참고정보서비스를 모색하고자 했다. 데이터 분석을 통해 이용자 요구 및 도서관 서비스를 분석하고, 적합한 챗봇 개발 방법을 선정하여 시나리오를 설계했다. 이용자 친화적인 상호작용을 위해 챗봇의 퍼스널리티를 설계하고 이용자 인터페이스를 디자인하여 사용성을 평가했다. 또한 챗봇의 응답정확도 평가 및 성능평가를 통해 정확도를 검증하고, 이용자 만족도 조사를 통해 챗봇의 효용성을 평가했다. 챗봇 운영관리 및 서비스 품질 유지를 위해 이용자-챗봇 간의 대화를 주기적으로 모니터링하고, 이용자 피드백을 반영하여 서비스를 개선했다. 챗봇 개발 과정 및 결과를 다각도로 분석하여 도서관 챗봇 설계 및 구현을 위한 구체적인 방안을 제시하고자 했다.

• 한국멀티미디어학회논문지
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• 제20권8호
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• pp.1347-1356
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• 2017

Artificial intelligence-based services are expanding into a new industrial revolution. There is artificial intelligence technology applied in real life due to the development of big data and deep learning related technology. And data analysis and intelligent assistant services that integrate information from various fields have also been commercialized. Chatbot with interactive artificial intelligence provide shopping, news or information. Chatbot service, which has begun to be adopted by some public institutions, is now just a first step in the steps. This study summarizes the services and technical analysis of chatbot. and the direction of public administration service chatbot was presented.

• 한국비블리아학회지
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• 제34권2호
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• pp.183-203
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• 2023

본 연구는 도서관의 인공지능 챗봇 서비스의 특징을 분석하고 도서관에 적용된 챗봇 서비스의 플랫폼에 따른 사용성을 비교한 연구로 도서관의 인공지능 챗봇 서비스의 사용성 증진을 위한 방안을 제안하는 목적으로 수행되었다. 이러한 연구 목적을 달성하기 위하여 인공지능 챗봇 서비스의 사용성 평가에 대한 선행연구를 통해 사용성 비교 요소를 추출하였고, 사례조사를 바탕으로 도서관에 적용된 인공지능 챗봇 서비스를 플랫폼에 따라 자체 웹사이트 기반과 SNS 기반의 챗봇 서비스로 구분하였다. 실험과 질문지 조사 및 면담을 실시하여 도서관에 적용된 웹사이트 기반과 SNS 기반의 챗봇 서비스의 사용성 평가를 실시하였다. 사용성 평가 결과를 토대로 도서관의 인공지능 챗봇 서비스에 대한 시사점과 개선방안을 도출하였다.