Percepção dos usuários de serviços de atendimento via chatbot no setor bancário.

Abstract

This article aimed to analyze the satisfaction of users of chatbot services in the banking sector and to understand which factors most impact satisfaction. A theoretical review was carried out on artificial intelligence, TAM theory (Technology Acceptance Model), a quantitative study of descriptive character was carried out. For that, a survey was applied to 224 people, and the analysis involved descriptive statistics (measures of central tendency and variability) and inferential (correlation and regression). The results showed that ease is the factor that most influences user satisfaction. Furthermore, he observed that consumers tend to reuse this type of service when they feel safe to pass on personal information, as well as satisfied with the use of the service. The work contributes as it contributes to companies showing aspects that are relevant to users of these types of service in the banking sector.