research-article

Time to Get Conversational: Assessment of the Potential of Conversational User Interfaces for Mobile Banking

Authors:

Andreas RienerAuthors Info & Claims

MuC '21: Proceedings of Mensch und Computer 2021

Pages 34 - 43

https://doi.org/10.1145/3473856.3473872

Published: 13 September 2021 Publication History

Abstract

Conversational user interfaces have recently gained in popularity, for example in chatbot systems for customer service or as intelligent assistants on Smartphones or other IoT devices. However, conversational banking interfaces have also found their way into the mobile banking sector and allow banks to offer their customers a cost-effective and personalized solution to perform financial services via natural language. Conversational interfaces, in particular for mobile banking applications, are very sensitive to user acceptance and trust. Also, user experience and the perceived security influence their adoption significantly. To explore the influence of these dimensions we have implemented three prototypes for conversational banking and evaluated them in a user study with n=18 subjects concerning the factors mentioned above. Although the results suggest no significant differences between the prototypes, we can draw design implications for conversational interfaces for mobile banking from the collected quantitative and qualitative data.

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Cited By

Leschanowsky ARech SPopp BBäckström T(2024)Evaluating privacy, security, and trust perceptions in conversational AIComputers in Human Behavior10.1016/j.chb.2024.108344159:COnline publication date: 1-Oct-2024
https://dl.acm.org/doi/10.1016/j.chb.2024.108344
De Souza AMariano PGuerino GChaves AValentim N(2023)Technologies for Hedonic Aspects Evaluation in Text-based Chatbots: A Systematic Mapping StudyProceedings of the XXII Brazilian Symposium on Human Factors in Computing Systems10.1145/3638067.3638089(1-11)Online publication date: 16-Oct-2023
https://dl.acm.org/doi/10.1145/3638067.3638089
Upadhyay NKamble A(2023)Why can’t we help but love mobile banking chatbots? Perspective of stimulus-organism-responseJournal of Financial Services Marketing10.1057/s41264-023-00237-529:3(855-872)Online publication date: 21-Jun-2023
https://doi.org/10.1057/s41264-023-00237-5

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MuC '21: Proceedings of Mensch und Computer 2021

September 2021

613 pages

ISBN:9781450386456

DOI:10.1145/3473856

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September 5 - 8, 2021

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Cited By

Leschanowsky ARech SPopp BBäckström T(2024)Evaluating privacy, security, and trust perceptions in conversational AIComputers in Human Behavior10.1016/j.chb.2024.108344159:COnline publication date: 1-Oct-2024
https://dl.acm.org/doi/10.1016/j.chb.2024.108344
De Souza AMariano PGuerino GChaves AValentim N(2023)Technologies for Hedonic Aspects Evaluation in Text-based Chatbots: A Systematic Mapping StudyProceedings of the XXII Brazilian Symposium on Human Factors in Computing Systems10.1145/3638067.3638089(1-11)Online publication date: 16-Oct-2023
https://dl.acm.org/doi/10.1145/3638067.3638089
Upadhyay NKamble A(2023)Why can’t we help but love mobile banking chatbots? Perspective of stimulus-organism-responseJournal of Financial Services Marketing10.1057/s41264-023-00237-529:3(855-872)Online publication date: 21-Jun-2023
https://doi.org/10.1057/s41264-023-00237-5

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