Rok wydania: 2023
Numer czasopisma: 4
Słowa kluczowe: sztuczna inteligencja, chatboty,AI,konsumer,ChatGPT
Strony: 463-473
Język publikacji: Angielski
Konsumenci i chatboty — nowy wymiar interakcji: systematyczny przegląd literatury
Abstrakt
Celem artykułu jest synteza dotychczasowej działalności naukowej w zakresie wykorzystania chatbotów w praktyce rynkowej. Nacisk położono na kwestie związanej z tym satysfakcji konsumentów. Celem poznawczym artykułu jest również wskazanie przyszłych kierunków badań nad chatbotami w perspektywie naukowej i biznesowej. W artykule zaprezentowano systematyczny przegląd literatury oraz analizę bibliometryczną publikacji zamieszczonych w bazach Scopus i Web of Science przeprowadzoną z wykorzystaniem pakietu Bibiometrix w środowisku R. W dalszej części przedstawiono analizę danych wtórnych - wzmianek o chatbotach opublikowanych na stronach internetowych - za pomocą oprogramowania Brand24. Systematyczny przegląd literatury wykazał dominację publikacji amerykańskich, chińskich i brytyjskich. Rodzi to przypuszczenie, że badania nad konsumentami i ich satysfakcją wynikającą z interakcji z chatbotami mogą pomijać aspekty kulturowe czy językowe, które są istotne dla dalszego rozwoju cech antropomorficznych chatbotów, ich poziomu akceptacji społecznej czy lęku technologicznego. Analiza przeprowadzona za pomocą oprogramowania Brand24 wykazała stosunkowo dużą liczbę wzmianek o chatbotach. Co ważne, badacze tytułowego zagadnienia są również ważnym głosem w dyskursie społecznym. Badania akademickie nad chatbotami i ich lepsze zrozumienie mogą pomóc we wdrażaniu i akceptacji społecznej. Artykuł porusza ważny i aktualny problem badawczy. W świetle uzyskanych wyników badań można stwierdzić, że wciąż niewiele publikacji naukowych zostało podjętych w tym obszarze.
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