Article
Factors Influencing Consumer Adoption of AI Chatbots in Online Services
AI chatbots have become a vital component of online services, revolutionizing the way businesses engage with consumers across multiple industries like e-commerce, banking, healthcare, education, and customer support. The growing acceptance of AI-driven conversational systems has led to a need to identify the determinants of consumer acceptance and usage behavior. This study explores the main factors influencing consumer acceptance of AI chatbots in online services from technological, behavioral and trust perspectives. The study focuses on some important variables like perceived usefulness, perceived ease of use, trust, personalization, responsiveness, social influence, and privacy concern. The study applies popular theoretical models, including the Technology Acceptance Model (TAM) and Unified Theory of Acceptance and Use of Technology (UTAUT), to explain user intentions regarding chatbot adoption. The results show that consumers are more likely to adopt AI chatbots when they perceive them as efficient, reliable, user-friendly, and able to provide personalized assistance. On the other hand, concerns about data privacy, security, and lack of human interaction may negatively influence adoption intentions. The findings of this study offer useful guidance for organizations and service providers to enhance the design of chatbots, improve customer engagement, and reinforce digital service experience in a competitive online setting.