Customer Perception of Chatbots in Banking: A Study on Technology Acceptance.

ChatBots (CB) technology is an artificial intelligence-powered system that uses chat or speech interface to engage with users and execute basic tasks. With technological advancement, the banking sector has started using CBs for customer convenience. The interest of the customers in digital transformation has created space for financial CBs as a prominent technology. CB technology has been promptly incorporated in banking sector. The aim of the study is to evaluate individual perspective of banking CBs in Coimbatore district of Tamil Nadu. The measurement scale is based on the Technology Acceptance Model created by Venkatesh and Davis (2000) and extended with TAM 3 (Venkatesh and Bala, 2008). The novel model uses digital literacy as the moderator. The extended variables constructed for examining individual perspectives on chatbots in the banking industry are: explicitly perceived enjoyment, perceived risk, self-efficacy, technology anxiety, personal innovativeness and the variables of TAM. The study sample included a combination of both public and private bank customers. [ABSTRACT FROM AUTHOR]