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Evaluación de los robots conversacionales en la comunicación asegurado-asegurador en el mercado español con un modelo de aceptación tecnológica

  • Identification data

    Identifier: imarina:9334125
    Authors:
    de Andrés-Sánchez, JGené-Albesa, JPuchade, LGV
    Abstract:
    This paper analyses the perception of 63 professionals from the Spanish insurance industry regarding the usefulness of conversational robots (chatbots) in customer interactions with their insurers concerning procedures related to existing contracts, such as claims reporting, for example. To explain this perception, the study relies on the widely used Technology Acceptance Model (TAM), which considers perceived usefulness and ease of use as explanatory variables for the attitude towards technology adoption. Additionally, the analysis includes trust in chatbots. The study also examines two open-ended questions regarding the advantages and disadvantages of using this technology. To conduct the analysis, a quantitative approach is employed using a Structural Equation Model estimated by Partial Least Squares (PLS-SEM), and a qualitative analysis of the open-ended responses is also carried out.The results of the PLS-SEM analysis show a good fit of the TAM to the survey used in the research, revealing a significant direct influence of perceived usefulness on the acceptance of chatbots, as well as a similarly significant impact of ease of use and trust, but mediated by perceived usefulness. However, overall, the respondents' attitude towards chatbots is negative. Various reasons were identified, including difficulties in interacting with chatbots, the need to seek assistance from a human operator, a lack of emotional skills such as empathy, concerns about job displacement, low reliability, and a failure to perceive benefits in terms of the impact of reducing administrative costs on product improvements.
  • Others:

    Author, as appears in the article.: de Andrés-Sánchez, J; Gené-Albesa, J; Puchade, LGV
    Department: Gestió d'Empreses
    URV's Author/s: De Andrés Sànchez, Jorge / Gené Albesa, Jaume
    Keywords: User acceptance Unified theory Trust Technology acceptance model Structural equation modelling Services Insurtech Insurance procedures Information-technology Conversational bots Capabilities Banking adoption Attitude
    Abstract: This paper analyses the perception of 63 professionals from the Spanish insurance industry regarding the usefulness of conversational robots (chatbots) in customer interactions with their insurers concerning procedures related to existing contracts, such as claims reporting, for example. To explain this perception, the study relies on the widely used Technology Acceptance Model (TAM), which considers perceived usefulness and ease of use as explanatory variables for the attitude towards technology adoption. Additionally, the analysis includes trust in chatbots. The study also examines two open-ended questions regarding the advantages and disadvantages of using this technology. To conduct the analysis, a quantitative approach is employed using a Structural Equation Model estimated by Partial Least Squares (PLS-SEM), and a qualitative analysis of the open-ended responses is also carried out.The results of the PLS-SEM analysis show a good fit of the TAM to the survey used in the research, revealing a significant direct influence of perceived usefulness on the acceptance of chatbots, as well as a similarly significant impact of ease of use and trust, but mediated by perceived usefulness. However, overall, the respondents' attitude towards chatbots is negative. Various reasons were identified, including difficulties in interacting with chatbots, the need to seek assistance from a human operator, a lack of emotional skills such as empathy, concerns about job displacement, low reliability, and a failure to perceive benefits in terms of the impact of reducing administrative costs on product improvements.
    Thematic Areas: Economics Economia Ciencias sociales Business and management
    licence for use: https://creativecommons.org/licenses/by/3.0/es/
    Author's mail: jorge.deandres@urv.cat jorge.deandres@urv.cat jaume.gene@urv.cat jaume.gene@urv.cat
    Author identifier: 0000-0002-7715-779X 0000-0002-7715-779X
    Record's date: 2024-08-03
    Papper version: info:eu-repo/semantics/publishedVersion
    Link to the original source: https://revistas.actuarios.org/index.php/aiae/article/view/52
    Licence document URL: https://repositori.urv.cat/ca/proteccio-de-dades/
    Papper original source: Anales Del Instituto De Actuarios Españoles. (29): 111-135
    APA: de Andrés-Sánchez, J; Gené-Albesa, J; Puchade, LGV (2023). Evaluación de los robots conversacionales en la comunicación asegurado-asegurador en el mercado español con un modelo de aceptación tecnológica. Anales Del Instituto De Actuarios Españoles, (29), 111-135. DOI: 10.26360/2023_6
    Article's DOI: 10.26360/2023_6
    Entity: Universitat Rovira i Virgili
    Journal publication year: 2023
    Publication Type: Journal Publications
  • Keywords:

    Economics
    User acceptance
    Unified theory
    Trust
    Technology acceptance model
    Structural equation modelling
    Services
    Insurtech
    Insurance procedures
    Information-technology
    Conversational bots
    Capabilities
    Banking adoption
    Attitude
    Economics
    Economia
    Ciencias sociales
    Business and management
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