Year: 2025
Type: article
Study design: Observational Study
Abstract: The authors conducting this research aim to explore consumer acceptance of chatbots in customer service in VNPT Hue. Based on data collected from 185 users through a convenience sampling approach, the study utilized SPSS 20.0 software to perform descriptive statistical analysis. The results indicate that consumers have a relatively positive perception of chatbots, and there are four factors influencing the chatbot adoption. Certain administrative implications are proposed to help increase awareness and use of chatbot services in the telecommunications industry.
Authors: Nguyen Thi Thuy Đat, Bui Thi Thanh Nga, Nguyen Thi Phuong Thao
Institution: Trường Đại học Kinh tế, Đại học Huế
Language: English
Topic: AI in Service Interactions
Subfield: Artificial Intelligence
Field: Computer Science
Domain: Physical Sciences
Open Access status: diamond
Funder: Đại học Huế
OpenAlex ID: W4411553796