AI-baserad kundtjänst : En studie om sambandet mellan ålder och användaracceptans av AI-baserad kundtjänst

An increasing number of companies and authorities are using AI-chatbots for customer service matters. At the same time, research has shown that elderly adults generally have more difficulties adapting to new technology. This study examines the relationship between age and user acceptance of AI-based customer service amongst private citizens in Sweden. The study is based on the Technology Acceptance Model with age as the external variable, and is based on a questionnaire with 88 respondents. By conducting bivariate analysis, and a multivariate PLS-SEM analysis, the study finds a significant negative relationship between age and acceptance, measured as attitude toward using.