AI-Enabled Chatbot Integration on Business Process and Its Effect on Service Performance

Abstract

This study aims to quantitatively explore the impact of AI-enabled chatbot integration on business processes, focusing on system quality, information quality, and chatbot experience. Utilizing a quantitative approach, the study involves 395 participants in Ghana to analyze the relationships between system quality (SQ), quality of information (QoI), experience with chatbot (ECB), business agility (BA), and service performance (SP). The study revealed that AI-enabled chatbot integration profoundly influences business processes, with business agility acting as a key mediator, impacting service performance. The interconnected relationships identified provide valuable insights into navigating the evolving digital landscape. Organizations are recommended to strategically leverage AI-enabled chatbot integration, prioritize business agility, and invest in technology to enhance system quality, information quality, and user experience. Continuous monitoring and adaptation of these elements are crucial for sustained success in the dynamic business environment. � The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd. 2024.