阿拉伯语言类型对银行聊天机器人采用的影响
Hazar Hmoud1, Farah Shishan2, Zainah Qasem2,3
1Department of Management Information Systems, School of Business, The University of Jordan, Amman, Jordan.
Heliyon
|October 23, 2023
概括
在阿拉伯世界,客户采用银行聊天机器人受到语言的影响. 方言阿拉伯语增强了采用,而业绩预期对银行聊天机器人采用没有显著影响.
科学领域:
- 技术采用 技术采用
- 银行技术 银行技术
- 人与计算机的互动.
背景情况:
- 全球银行越来越多地使用聊天机器人进行客户互动,但在阿拉伯世界采用滞后.
- 阿拉伯语言的复杂性是该地区聊天机器人实施的重大障碍.
- 现有的研究缺乏关注阿拉伯语银行客户的技术采用因素.
研究的目的:
- 确定影响阿拉伯市场客户采用银行聊天机器人的技术方面.
- 为了确定现代标准阿拉伯语 (MSA) 与通俗阿拉伯方言在聊天机器人通信中的有效性.
- 为了弥合阿拉伯语背景下银行聊天机器人采用因素的文献差距.
主要方法:
- 使用了技术接受和使用的统一理论2 (UTAUT2) 模型.
- 收集了来自两个不同的研究小组的429名参与者的数据.
- 对比了MSA和方言阿拉伯语对技术采用因素的影响.
主要成果:
- 在模型与MSA和方言阿拉伯语的性能之间观察到一个显著的差异.
- 努力的预期积极影响了采用专门使用方言阿拉伯语时的采用.
- 预期的业绩并没有显著影响银行聊天机器人的采用在任何语言群体.
结论:
- 阿拉伯语言的选择 (MSA与方言) 极大地影响了银行聊天机器人的有效性.
- 方言阿拉伯语更有利于促进客户采用银行聊天机器人.
- 未来的银行聊天机器人开发应该优先考虑阿拉伯市场的方言交流.
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