Abstract
This paper aims to examine factors influencing users' intention to adopt intelligent customer service. This study proposes a model by integrating the Task-Technology Fit (TTF) model and the concept of Technology Readiness (TR). An online survey was conducted to collect data from 308 participants. The results of the data analysis show that the fit between task, technology and personal characteristics has significant effect on users' intention to adopt intelligent customer service. This study extends the Task-Technology Fit model in the field of artificial intelligence, and offers insights to business interested in developing and designing intelligent applications.
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