USER SATISFACTION WITH INFORMATION CHATBOTS IN THE BANKING SYSTEM
USER SATISFACTION WITH INFORMATION CHATBOTS IN THE BANKING SYSTEM

Author(s): Dragoș Florentin Mariciuc, Andreia Gabriela Andrei
Subject(s): ICT Information and Communications Technologies
Published by: Editura Universităţii »Alexandru Ioan Cuza« din Iaşi
Keywords: chatbots; artificial intelligence; technology; satisfaction; banking;
Summary/Abstract: For some years banks use countless applications and web pages that seek to create a conversation with an end user through an artificial intelligence that reacts by answering questions either by text or by voice, as an average person does. We are talking about the so-called Chatbots, which have been acquiring great importance due to their different and practical applications in the real world as is the case of the interaction between large companies and their customers. Since it is believed that chatbots have witnessed a kind of “renaissance” in the past few years, one could wonder how well-known chatbots are nowadays and if they are used regularly. Chatbot user experience refers to users’ general experience when using automated dialog systems. Users might feel reluctant to use chatbots or they could, on the other hand, be open-minded and even become emotionally involved with them. In many instances the interactions do not meet the expectations the users have towards chatbots. This article aims to assess user satisfaction with information chatbots so that chatbot developers in the banking system can provide a better experience for end-users.

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