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Not with the bot! The relevance of trust to explain the acceptance of chatbots by insurance customers

Business

Not with the bot! The relevance of trust to explain the acceptance of chatbots by insurance customers

J. D. Andrés-sánchez and J. Gené-albesa

Discover the findings of Jorge de Andrés-Sánchez and Jaume Gené-Albesa, who explored insurance customers' acceptance of chatbots for policy management. Their research reveals that trust plays a vital role in shaping users' attitudes towards chatbot assistance, underlining the need for better chatbot utility and simplicity to boost acceptance.

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Playback language: English
Abstract
This paper investigates insurance customers' acceptance of chatbots for managing policies, focusing on claim reporting. A structured survey of policyholders assessed the role of perceived usefulness, perceived ease of use, and trust in explaining attitude and behavioral intention towards chatbot usage. Results reveal low chatbot acceptance, with trust being the most significant factor influencing attitude and intention, even mediating the effects of perceived usefulness and ease of use. The study highlights the crucial role of trust and the need for improvements in chatbot utility and ease of use to overcome customer reluctance.
Publisher
Humanities & Social Sciences Communications
Published On
Jan 16, 2024
Authors
Jorge de Andrés-Sánchez, Jaume Gené-Albesa
Tags
chatbots
insurance
customer acceptance
trust
behavioral intention
perceived usefulness
perceived ease of use

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