발간년도 : [2022]
| 논문정보 |
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| 논문명(한글) |
[Vol.17, No.3] A Study on the Relationship Between the use of Chatbots and Continued use in the Insurance Consuktation Field |
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| 논문투고자 |
Sun-Kyu Kim |
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| 논문내용 |
The development of information and communication technology and the improvement of data processing capabilities are coming to us from various parts of society in a different way from the past. At the heart of this, improving the processing power of computers has created technological advances that enable both server-side and client-side service delivery. When talking about information and communication technology, artificial intelligence technology is in the spotlight as a tool that can generate application possibilities and innovation results through it in many fields. In particular, artificial intelligence (AI) stands at the center of the human labor force, which will be the introduction of chatbots for customer counseling such as banks and shopping malls and consumer counseling. In particular, chatbots provide a cost-saving effect for companies and a win-win effect for customers who are consumers. In response to this trend of the times, this study seeks to clearly confirm whether the introduction of chatbots benefits both companies and consumers, or rather a tool to increase dissatisfaction and deepen customer dislocation. It is very meaningful at this point to find out how satisfied the reality of being accustomed to the kind response of counselors is with the consultation of chatbots implemented by artificial intelligence and the intention to continue to use them. This study selects the characteristics of chatbot counseling as accurate counseling, rapid counseling, infinite counseling, visual and auditory counseling, and applies these factors to counseling satisfaction. To this end, we conduct prior literature studies to establish models and hypotheses of the study and describe its theoretical background. The research survey was conducted on consumers who experienced the use of chatbots in various counseling processes such as bank counseling, shopping mall counseling, and insurance counseling. The research model and research theory were verified by statistics. The statistical program SPSS 23.0 was used for demographic analysis and research reliability and feasibility testing of survey respondents, and the research hypothesis was tested using AMOS 23.0 for structural relationship analysis between each variable. |
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