Characteristics of Chatbots affect customers' decisions to use AI consulting services in the banking sector: The case of Vietnam. Thuộc nhóm

Abstract

In the context of strong technological development due to many favorable conditions, "Artificial Intelligence" (Artificial Intelligence - AI) is recently considered an essential tool in the working model of banks. This development has greatly contributed to the transformation of many services in the financial system. In the banking sector, where activities take place based on customer requests and data, Chatbot is an outstanding application of AI to change the way customers interact with financial institutions and bank. Thanks to that, the consulting and request resolution process is faster and simpler. The project was conducted with the desire to contribute to the effectiveness and ability to attract customers of consulting services using AI. In the banking sector, this research project will identify factors that affect the acceptance of chatbot consulting services by customers living and working in Vietnam. Research results have shown that information quality is an essential factor in the factors affecting the ease of use and usefulness of chatbots. Besides, information security is also significantly affected. In particular, perceived ease of use is an important factor leading to customers' decisions. Based on the research results, the authors will make recommendations to help financial institutions and banks be more aware of customers' positive or negative attitudes towards quality control factors. service, thereby improving the application and attracting more customers.