Conversational AI systems like ChatGPT have gained considerable attention among the various AI advancements. These systems utilize advanced machine learning algorithms and natural language processing to assist users in numerous tasks, such as drafting emails, conducting research, and providing detailed information. The proliferation of such AI tools significantly transforms how office tasks are executed, contributing to a more efficient and productive work environment.
Understanding the specific features of AI tools like ChatGPT and their impact on user satisfaction and knowledge processes is crucial for their broader adoption. Traditional studies often must explore the intricate interactions between AI characteristics and user behaviors. The research aims to address this gap by examining how system updates, memorability, and multilingual capabilities of ChatGPT influence knowledge acquisition, application, and overall user satisfaction. The study highlights the importance of these features in improving the utility of AI tools in professional settings.
Existing evaluation methods for AI tools generally focus on broad user satisfaction metrics and system functionality. These methods include analyzing user feedback, performance benchmarks, and usability studies. However, they often need to investigate how specific AI attributes directly impact user behavior and knowledge management. This research proposes a more detailed approach to understanding these interactions, particularly how AI characteristics enhance or hinder workplace efficiency and user satisfaction.
This study, conducted by researchers from Kookmin University and HJ Institute of Technology and Management, introduced a comprehensive examination of ChatGPT’s capabilities. The research team employed a quantitative approach, collecting data from office workers who were experienced in using ChatGPT. Using structural equation modeling (SEM), the researchers analyzed the data to understand how system updates, memorability, and non-language barriers impact knowledge acquisition, application, and user satisfaction. This approach allowed for the analysis of AI’s effectiveness in workplace settings.
System updates were shown to enhance ChatGPT’s ability to provide accurate and extensive information, improving users’ knowledge acquisition and application. Specifically, system updates had a positive impact, with a path coefficient of 0.41 for knowledge acquisition and 0.42 for knowledge application. These improvements make it easier for users to gain and apply new information effectively. The memorability of ChatGPT, which allows it to recall user preferences and past interactions, was found to enhance personalized interactions significantly. Memorability positively impacted knowledge acquisition (0.19) and application (0.25), indicating that users benefit from more tailored and relevant information.
Overcoming non-language barriers through multilingual support is crucial in diverse workplace environments. The study found that non-language barriers significantly impacted knowledge acquisition (0.18) and application (0.19). This capability ensures seamless communication and information exchange across different languages, which is increasingly important in globalized work settings. These findings underscore the importance of multilingual capabilities in enhancing the utility of AI tools like ChatGPT.
The research also explored the impact of ChatGPT’s human-like traits on user satisfaction and word-of-mouth (WOM) recommendations. The human-like personality traits of ChatGPT, such as its ability to mimic conversational nuances, were found to significantly enhance utilitarian value (0.12) and user satisfaction (0.16). These factors lead to higher WOM recommendations, with a path coefficient of 0.39, demonstrating the strong influence of these traits on the technology’s adoption and diffusion in workplace settings. Users reported that the practical benefits and improved efficiency provided by ChatGPT made it a valuable tool in their daily tasks.
In conclusion, the study’s findings emphasize that system updates, memorability, and multilingual capabilities significantly contribute to the effectiveness of AI tools like ChatGPT. These features improve knowledge acquisition and application and increase user satisfaction and positive WOM recommendations. As a result, AI tools can significantly benefit workplace productivity and engagement. The research provides valuable insights into how enhancing these specific features can lead to broader acceptance and positive perception of AI technologies among office workers.
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Aswin AK is a consulting intern at MarkTechPost. He is pursuing his Dual Degree at the Indian Institute of Technology, Kharagpur. He is passionate about data science and machine learning, bringing a strong academic background and hands-on experience in solving real-life cross-domain challenges.
