AI 비서 서비스의 중요도와 만족도 분석 연구

• 영문명: Importance and Satisfaction Analysis for AI Assistant Services
• 발행기관: 한국IT서비스학회
• 저자명: 선영지(Young Ji Sun) 이중정(Choong C. Lee) 윤혜정(Haejung Yun)
• 간행물 정보: 『한국IT서비스학회지』한국IT서비스학회지 제20권 제4호, 81~93쪽, 전체 13쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2021.08.30

영문 초록

In the era of artificial intelligence, the use of artificial intelligence-based services has been diversified by combining various smart devices, big data, and voice recognition technology with artificial intelligence. From the perspective of IT services, these services are important technology that cause a paradigm shift from display-centered to voice- centered, and from passive to active IT-based services. This study seeks to find a solution to the current situation where AI assistant service is still in its beginning stage, despite having been ten years since its release and having a growing number of consumer touch points. Accordingly, we categorized the functions of AI assistant services and identified the degree of importance and satisfaction of services recognized by actual users. In order to define the ideal services of AI assistant, seven experts from AI assistant-related industry have participated in the interview. Based on this result, we investigated the importance and satisfaction of services perceived by actual users of AI assistant services. As a result of IPA (Importance Performance Analysis). we find out which services are potentially ‘keep’, ‘concentrate’, ‘low priority’, or ‘overkill’ and provide various implications from the findings.

목차

1. 서 론

2. 이론적 배경

3. 연구 방법

4. 연구 결과

5. 결 론

참고문헌

키워드

AI Assistant Intelligent Personal Assistant Importance Satisfaction IPA Methodology