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As the development of digital technology, more and more industries begin to apply artificial intelligent(AI) techniques to reduce human cost and improve the work efficiency. In recent years, AI customer service has been widely used in customer service industry, such as intelligent robots, voice recognition and other intelligent technologies. Besides, due to the substantial increase in the number of users, the continuous expansion of user consultation, the shortage of personnel, low work efficiency, frequent manual errors in business and other problems are becoming more and more frequent. It is urgent to realize the importance of service innovation through AI technology. User satisfaction is a significant result of service innovation. Through previous study, questionnaire, this paper aims to study which influencing factors affect artificial intelligence(AI) customer service on users' satisfaction with online shopping. Data are collected 289 user from main Chinese online shipping apps and analyzed by a structural equation model. Results showed two aspects of external influence factors via Technology Acceptance Model(TAM model) that has unique interrelationships and influence user satisfaction. Also, the results showed that response time, compatibility, accuracy, optimism and innovation have a positive impact on user satisfaction, while discomfort and insecurity have a negative impact on user satisfaction.
Zhao et al. (Mon,) studied this question.
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