인공지능 시스템 도입에 있어서 기술 준비도가 콜센터 상담사들의 사용 의도에 미치는 구조적인 영향

• 영문명: The Structural Impact of Technology Readiness on Call Center Counselors’ Intention to Use in the Introduction of Artificial Intelligence Systems: Focusing on AICC(Artificial Intelligence Contact Center)
• 발행기관: 한국IT서비스학회
• 저자명: 백성식 이준섭
• 간행물 정보: 『한국IT서비스학회지』제22권 제4호, 1~19쪽, 전체 19쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2023.08.31

영문 초록

This study is a study on the effect of technical readiness factors on counselors' intention to use when applying AICC. AICC counselors experience improved customer service and emotional stability by receiving various monitor notification window services based on artificial intelligence algorithms such as customer counseling history, prohibited word control system, and customized counseling system. Accordingly, this study tried to verify using factors derived from technology readiness theory and technology acceptance theory among the factors affecting the intention to continue using AICC provided to counselors. To verify the research hypothesis, the causal relationship between variables such as Optimism, Innovativeness, Discomfort, Insecurity, and Technology Acceptance Theory, such as Team Support, Ease of Usage, and Innovation Resistance, was verified. As a result of empirical analysis, first, it was verified that Optimism has a positive (+) effect on Team Support and Ease of Usage, and Discomfort and Insecurity have a negative (-) effect on Ease of Usage and Team Support. Second, it was confirmed that Team Support and Ease of Usage had a positive effect on the Intention to use AICC. Based on the above empirical analysis results, the concepts of Technical Readiness were clearly proved, and in practical terms, AICC helped inquiry, quality evaluation, recording, and management of counseling history, ultimately increased corporate work efficiency.

목차

1. 서론

2. 이론적 배경 및 연구가설

3. 연구 방법

4. 결론 및 논의

참고문헌

키워드

AICC Technology Readiness Index Technology Acceptance Model Innovation Resistance Intention to Use