Chatbot Adoption and Impact Analysis Using TAM

Chatbots have become a popular tool for businesses trying to improve customer service, automate activities, and engage with employees. The Technology Acceptance Model (TAM) is used in the study to determine whether chatbot adoption has an impact. In addition, the study looks at usefulness, ease of use and attitude toward using chatbots, and behavioral intention to utilize them. The research also proposed some assumptions regarding the influence of chatbots. The data acquired is primary data, i.e., a questionnaire based on the TAM model, and the study garnered around 120 responses. To evaluate chi-square, regression, and frequency to gauge perceived use, perceived ease of use, attitude towards usage, and behavioural intention to use. In addition, this study attempts to the perceived usefulness and simplicity of usage of chatbots. Findings showed a significant relationship between age, perceived usefulness, ease of use, attitude, behavioral intention, and actual use of chatbots.