Aceitação da tecnologia chatbot em service desk de TI

• Ano de defesa: 2022
• Autor(a) principal: Silva, Glauber Bonifácio da
• Orientador(a): Streit, Rosalvo Ermes
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Católica de Brasília
• Programa de Pós-Graduação: Programa Stricto Sensu em Governança, Tecnologia e Inovação
• Departamento: Escola de Educação, Tecnologia e Comunicação
• País: Brasil
• Palavras-chave em Português: Chatbot; Aceitação de tecnologia; Central de serviços de TI; TAM
• Palavras-chave em Inglês: Technology acceptance; IT service desk
• Área do conhecimento CNPq: CNPQ::CIENCIAS EXATAS E DA TERRA
• Link de acesso: https://bdtd.ucb.br:8443/jspui/handle/tede/3196

The advent of digital transformation has brought with it profound changes in organiza tions and the need to develop constant innovations to accompany this new reality. Among these innovations are chatbots, which have aroused interest worldwide, both in organizations and in academia. Thus, this work aims to analyze the level of ac ceptance for the use of chatbot technology in the IT service desk of a research and development company. To this end, a series of hypotheses were raised based on the literature and tested from the perspective of the Technology Acceptance Model (TAM) through the use of a chatbot prototype of the intent recognizer type. The survey in cluded 82 participants of the explanatory research of a quantitative nature, whose data underwent two analyses, one descriptive and the other regression. As results obtained, it was observed that the perceived ease of use only influenced the chatbot's perceived usefulness by the employees, which in turn influenced the behavioral intention to use the chatbots. The conclusion is that although the perceived ease of use did not influ ence the behavioral intention to use chatbots, the analyzes showed that there was a high level of acceptance of the technology by users.