使用基于AI的聊天机器人模拟用户的满意度和访问意图
Miguel Orden-Mejía1, Mauricio Carvache-Franco2, Assumpció Huertas3
1Facultat de Turisme i Geografia, Universitat Rovira I Virgili, Vila-seca, Spain.
PloS one
|September 8, 2023
概括
人工智能聊天机器人显著影响旅游决策. 关键的聊天机器人功能,如信息性,同情心和互动性,提高了用户的满意度,最终增加了访问目的地的意图.
科学领域:
- 旅游管理 旅游管理
- 人与计算机的交互
- 人工智能的人工智能
背景情况:
- 基于人工智能的聊天机器人在旅游业中越来越普遍.
- 关于它们对旅游目的地选择的具体影响的研究有限.
- 了解影响用户体验的聊天机器人属性至关重要.
研究的目的:
- 评估AI聊天机器人在旅游业中的关键属性.
- 确定这些属性对用户满意度的影响.
- 评估用户满意度对游客访问意图的影响.
主要方法:
- 使用结构方程建模 (SEM) 采用协差程序.
- 提出了一个模型,并使用经验数据测试了假设.
- 该研究的重点是确定关键的聊天机器人特征.
主要成果:
- 信息性,同理心和互动性被确定为聊天机器人的关键属性.
- 这些属性显著提高了用户对AI聊天机器人的满意度.
- 用户满意度与访问目的地的意图增加直接相关.
结论:
- 人工智能聊天机器人是影响游客行为的强大工具.
- 优化聊天机器人的信息性,同情心和互动性是旅游提供商的关键.
- 增强的聊天机器人用户体验可以有效地推动目的地访问.
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