Lower than expected but still willing to use: User acceptance toward current intelligent conversational agents

Intelligent conversational agents (ICAs) are revolutionizing how humans interact with information systems. Designed to provide human-like service, ICAs are generally evaluated by users in comparison to their human counterparts, often resulting in less-than-expected user experiences. Our research investigates user acceptance of ICAs in this suboptimal condition of commercial customer service. Drawing from the dual perspectives of expectancy …