Bot use Dimensions for Business Performance: use Perspectives and Acceptance

Abstract

The aim of the present study is to analyze the use of the artificial intelligence Bot and its relation to business benefits, with emphasis on understanding acceptance and use factors based on clients’ perspectives. In order to do so, a case study was carried out in a benchmark company of the private pension sector in Brazil. The Simplified Model of Dimensions of Information Technology Use for Business Benefit and the Unified Theory of Acceptance and Use of Technology (UTAUT2 – for consumers) were adopted as analysis method. Results pointed out that using Bot as business strategy brings benefits to quality, product and service flexibility, and to innovation, as well as that factors linked to social network use, experience and to the widespread of internet infrastructure in smartphones are responsible for low effort expectations, high performance expectations and for facilitating conditions favorable for Bot use.