Adoption of artificial intelligence (AI) based employee experience (EEX) chatbots
Information Technology & People
ISSN: 0959-3845
Article publication date: 7 February 2023
Issue publication date: 9 January 2024
Abstract
Purpose
AI-based chatbots are revamping employee communication in organizations. This paper examines the adoption of AI-based employee experience chatbots by employees.
Design/methodology/approach
The proposed model is developed using behavioral reasoning theory and empirically validated by surveying 1,130 employees and data was analyzed with PLS-SEM.
Findings
This research presents the “reasons for” and “reasons against” for the acceptance of AI-based employee experience chatbots. The “reasons for” are – personalization, interactivity, perceived intelligence and perceived anthropomorphism and the “reasons against” are perceived risk, language barrier and technological anxiety. It is found that “reasons for” have a positive association with attitude and adoption intention and “reasons against” have a negative association. Employees' values for openness to change are positively associated with “reasons for” and do not affect attitude and “reasons against”.
Originality/value
This is the first study exploring employees' attitude and adoption intention toward AI-based EEX chatbots using behavioral reasoning theory.
Keywords
Acknowledgements
Acknowledgments: All authors contributed equally.
Citation
Pillai, R., Ghanghorkar, Y., Sivathanu, B., Algharabat, R. and Rana, N.P. (2024), "Adoption of artificial intelligence (AI) based employee experience (EEX) chatbots", Information Technology & People, Vol. 37 No. 1, pp. 449-478. https://doi.org/10.1108/ITP-04-2022-0287
Publisher
:Emerald Publishing Limited
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