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    Enhancing Chatbot Service User Satisfaction
    (2025-01-01)
    Promsiri, Triyuth
    ;
    Wuittipappinyo, Naruemol
    ;
    Keerativutisest, Vasu
    Chatbots play an essential role in enhancing automated customer support experiences, with the global chatbot market estimated to reach $142 billion in 2024. Despite this growth, limited research addresses the factors influencing user satisfaction with chatbot services. Drawing from the literature on service and information quality, this study investigates how these factors impact chatbot service user satisfaction (CSUS). It hypothesizes that service quality (SQ) and information quality (IQ) are significant predictors of CSUS and that demographic variables like age may influence satisfaction levels. A survey of 385 Thai chatbot users were surveyed concerning their online service opinions, from which the data were analyzed using ANOVA and multiple regression. Results confirmed that both SQ and IQ significantly enhance CSUS. Additionally, age was a significant factor, with younger users (21-30 years) reporting higher satisfaction than older groups. These findings highlight the importance of delivering timely, accurate, and reliable information while ensuring visually appealing and user-friendly chatbot designs. The study underscores the need for businesses to adapt chatbot communication strategies to demographic preferences and to prioritize continuous updates and personalization. Future research should explore other potential influences, such as chatbot personality traits, perceived benefits, and cultural variations.
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    The outlook of ChatGPT, an AI-based tool adoption in Academia: applications, challenges, and opportunities
    (2023-01-01)
    Ahadi, Navidreza
    ;
    Zanjanab, Ali Ghalehban
    ;
    Sorooshian, Shahryar
    ;
    Monametsi, Gladness
    ;
    Virutamasen, Porngarm
    Artificial intelligence (AI) technologies continually improve and become more pervasive in many facets of our lives. ChatGPT is a chatbot created by OpenAI with a conversational artificial intelligence interface. Academic institutions could routinely use artificial intelligence (AI) and language models like ChatGPT, with an increasing range of applications and ramifications. This study investigates the adoption of ChatGPT in academia which include applications, challenges and opportunities using the lenses of educational transformation, response service quality, usefulness privacy concerns. The article first examine diverse applications of ChatGPT, including automation, sentiment analysis and natural language processing. Second, it addresses the challenges and limitations that come with using these technologies, like regulatory compliance algorithmic prejudice, and ethical issues. Third, the study emphasize the opportunities brought about by the implementation of AI and ChatGPT, such as improved research capacities, individualized learning experiences, and new career pathways. To promote an efficient and responsible adoption and deployment of ChatGPT, the study's findings offer several research directions and implications in academia.