Artificial intelligence in customer-facing financial services: a systematic literature review and agenda for future research
Purpose The objective of this study is to provide a systematic review of the literature on
artificial intelligence (AI) in customer-facing financial services, providing an overview of …
artificial intelligence (AI) in customer-facing financial services, providing an overview of …
Determinants and consequences of trust in AI-based customer service chatbots: 基于人工智能的客户服务聊天机器人信任的决定因素和后果
摘要根据行业报告， 基于人工智能的聊天机器人可以改变在线客户服务。 尽管企业越来越多地
实施聊天机器人来自动化客户服务， 但消费者信任和接受度的缺乏继续引起担忧 …
实施聊天机器人来自动化客户服务， 但消费者信任和接受度的缺乏继续引起担忧 …
Managers' understanding of artificial intelligence in relation to marketing financial services: insights from a cross-country study
Purpose Given that managers play a crucial role in developing and deploying AI for
marketing financial services, this study was aimed at better understanding their awareness …
marketing financial services, this study was aimed at better understanding their awareness …
[HTML][HTML] The appropriation of conversational AI in the workplace: A taxonomy of AI chatbot users
There is an exponential growth of the use of AI applications in organisations. Due to the
machine learning capability of artificial intelligence (AI) applications, it is critical that such …
machine learning capability of artificial intelligence (AI) applications, it is critical that such …
Antecedents and consequences of chatbot initial trust
RB Mostafa, T Kasamani - European journal of marketing, 2022 - emerald.com
Purpose Artificial intelligence chatbots are shifting the nature of online services by
revolutionizing the interactions of service providers with consumers. Thus, this study aims to …
revolutionizing the interactions of service providers with consumers. Thus, this study aims to …
Effect of community relationship management, relationship marketing orientation, customer engagement, and brand trust on brand loyalty: The case of a commercial …
J Wongsansukcharoen - Journal of Retailing and Consumer Services, 2022 - Elsevier
Business uncertainty due to the COVID-19 pandemic has brought financial and banking
industries under stress. This study examines brand loyalty (BL) in the Thai banking industry …
industries under stress. This study examines brand loyalty (BL) in the Thai banking industry …
[HTML][HTML] Analysis of financial technology acceptance of peer to peer lending (P2P lending) using extended technology acceptance model (TAM)
This study aimed to find out the effect of data security & privacy and quality of administrative
services on acceptance of peer to peer lending in Central Java using extended Technology …
services on acceptance of peer to peer lending in Central Java using extended Technology …
[HTML][HTML] Designing trust: The formation of employees' trust in conversational AI in the digital workplace
The COVID-19 pandemic accelerated the adoption and use of AI technologies to support the
virtualisation of the workplace. While previous research showed that systems' use critically …
virtualisation of the workplace. While previous research showed that systems' use critically …
User interactions with chatbot interfaces vs. Menu-based interfaces: An empirical study
Abstract Rapid advances in Natural Language Processing (NLP) are transforming customer
service by making it possible to create chatbot applications that can understand users' …
service by making it possible to create chatbot applications that can understand users' …
[HTML][HTML] What (de) motivates customers to use AI-powered conversational agents for shopping? The extended behavioral reasoning perspective
Artificial Intelligence (AI)-powered conversational agents have become ubiquitous tools in
the digital transformation of conventional customer-company interactions. Despite the …
the digital transformation of conventional customer-company interactions. Despite the …