Investigating managers' understanding of chatbots in the Korean financial industry

作者：

Highlights：

• Financial firms use chatbots to improve customer experience and operational efficiency.

• Financial firm managers think chatbots are in a nascent technical stage.

• Organizational resistance is an obstacle in implementing chatbot services.

• Insufficient human resources is an obstacle in implementing chatbot services.

• Insufficient quality data is an obstacle in implementing chatbot services.

摘要

•Financial firms use chatbots to improve customer experience and operational efficiency.•Financial firm managers think chatbots are in a nascent technical stage.•Organizational resistance is an obstacle in implementing chatbot services.•Insufficient human resources is an obstacle in implementing chatbot services.•Insufficient quality data is an obstacle in implementing chatbot services.

论文关键词：AI,Chatbot,Korean financial industry,Digital transformation,Social representation theory,Core-periphery analysis

论文评审过程：Received 16 July 2020, Revised 10 February 2021, Accepted 11 February 2021, Available online 15 February 2021, Version of Record 26 February 2021.

论文官网地址：https://doi.org/10.1016/j.chb.2021.106747