Adoption of artificial intelligence (AI) based employee experience (EEX) chatbots

Rajasshrie Pillai, Yamini Ghanghorkar, Brijesh Sivathanu, Raed Algharabat, Nripendra P. Rana*

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

68 Citations (Scopus)

Abstract

Purpose: AI-based chatbots are revamping employee communication in organizations. This paper examines the adoption of AI-based employee experience chatbots by employees. 

Design/methodology/approach: The proposed model is developed using behavioral reasoning theory and empirically validated by surveying 1,130 employees and data was analyzed with PLS-SEM. 

Findings: This research presents the “reasons for” and “reasons against” for the acceptance of AI-based employee experience chatbots. The “reasons for” are – personalization, interactivity, perceived intelligence and perceived anthropomorphism and the “reasons against” are perceived risk, language barrier and technological anxiety. It is found that “reasons for” have a positive association with attitude and adoption intention and “reasons against” have a negative association. Employees' values for openness to change are positively associated with “reasons for” and do not affect attitude and “reasons against”. 

Originality/value: This is the first study exploring employees' attitude and adoption intention toward AI-based EEX chatbots using behavioral reasoning theory.

Original languageEnglish
Pages (from-to)449-478
Number of pages30
JournalInformation Technology and People
Volume37
Issue number1
Early online date07 Feb 2023
DOIs
Publication statusPublished - 09 Jan 2024
Externally publishedYes

Bibliographical note

Publisher Copyright:
© 2023, Emerald Publishing Limited.

Keywords

  • AI-Based chatbots
  • Behavioral reasoning theory
  • Employee experience
  • PLS-SEM

ASJC Scopus subject areas

  • Information Systems
  • Computer Science Applications
  • Library and Information Sciences

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