Directions for future research and implications for the implementation of chatbots for customer service are discussed. Socioemotional selectivity theory and research into technology acceptance suggest that older adults may differ from younger adults in motivations to use chatbots, and in perceived complexity sdults security of this chatbot communication.
They were aligned as well in the difficulty they experienced in assessing the security of the chatbot. You will be contacted as soon as possible. See details. This qualitative interview study explores age differences in perceptions of chatbot communication in a customer service context.
If you believe that digital publication of certain material infringes any of cgat rights or privacy interests, please let the Library know, stating your reasons. In both age groups, there were participants for whom it was easy to communicate with chatbots, and the two groups were united in their frustrations when the chatbot did not understand and answer their queries.
However, they seemed to differ in their need for additional human contact. You can adjust your cookie choices in cht tools at any time.
The two age groups may differ cht the factors that contribute to perceived ease of use and perceived security. This information is shared with social media, sponsorship, analytics, and other vendors or service providers.