What is it about?
Due to remote working models, digitalizing on-site service desk consultations became highly relevant. Virtual enterprise assistants simplify the interaction with in-company services. They provide similar advantages to those in customer service like high availability and customer satisfaction, and low response time and costs. To find out about their user acceptance we developed an early high-fidelity prototype. We evaluated it in an online survey (N=53) and user study (N=14) with employees from industry. The measurement was based on the Technology Acceptance Model. Results show that the prototype’s acceptance does not differ from the classical service and prior experiences with textual chatbots in a private usage context. Indeed it was rated higher than a private sample bot.
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Why is it important?
Due to the COVID-19 pandemic digitalizing on-site service desk consultations became highly important. Research on virtual enterprise assistants is still rare in comparison to those in customer service. User acceptance is a critical factor for the actual usage of a technology.
Read the Original
This page is a summary of: Let’s Chat Internal: User Acceptance of an In-Company Service Desk Chatbot, September 2021, ACM (Association for Computing Machinery),
DOI: 10.1145/3473856.3474005.
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