ACCEPTANCE OF VOICE BOT TECHNOLOGY IN BANKING BUSINESS OF CUSTOMERS CONTACT CENTER

Abstract

This research examines the customer acceptance of voice bot technology from the Contact Center of Banking Business. This Qualitative Research which was conducted from a sample of 16 persons, who had used credit card call center service, by In-depth Interview in order to obtain information that makes them aware of the key factors that contribute to the comprehensive and behavior of choosing to use the Voice bot technology of the users of the credit card contact center of the banking business

The results showed that Factors affecting the acceptance of Voice bot technology among credit card contact center users of banking businesses found that external factors are only the first step of recognition. which comes from past experiences or recommendations of others In the perception of ease of use The system is quite well laid out and easy to use by recognizing the benefits of using technology. which when the service user has solved the problem shorten the waiting time and add more convenience The User Attitudes section is the final assessment by Voice Bot technology, creating a positive attitude from use. technology security and in the intended use

The behavior of choosing to use Voice bot technology found that users are compared to the technology as a representative of the service provider. The basic usage is simple and convenient and fast. The main problem is pronunciation. and the use of language that makes the system understand Should be developed to increase the capacity to meet the needs of service users