Effects of ChatGPT’s AI capabilities and human-like traits on spreading information in work environments

The rapid proliferation and integration of AI chatbots in office environments, specifically the advanced AI model ChatGPT, prompts an examination of how its features and updates impact knowledge processes, satisfaction, and word-of-mouth (WOM) among office workers. This study investigates the determ...

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Bibliographic Details
Published in:Scientific reports 2024-04, Vol.14 (1), p.7806-7806, Article 7806
Main Authors: Jo, Hyeon, Park, Do-Hyung
Format: Article
Language:English
Subjects:
639/705
704/844
Chatbots
ChatGPT
Humanities and Social Sciences
Knowledge Acquisition
Knowledge Application
multidisciplinary
Office Workers
Science
Science (multidisciplinary)
Statistical sampling
Word-of-Mouth
Workers
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Summary:The rapid proliferation and integration of AI chatbots in office environments, specifically the advanced AI model ChatGPT, prompts an examination of how its features and updates impact knowledge processes, satisfaction, and word-of-mouth (WOM) among office workers. This study investigates the determinants of WOM among office workers who are users of ChatGPT. We adopted a quantitative approach, utilizing a stratified random sampling technique to collect data from a diverse group of office workers experienced in using ChatGPT. The hypotheses were rigorously tested through Structural Equation Modeling (SEM) using the SmartPLS 4. The results revealed that system updates, memorability, and non-language barrier attributes of ChatGPT significantly enhanced knowledge acquisition and application. Additionally, the human-like personality traits of ChatGPT significantly increased both utilitarian value and satisfaction. Furthermore, the study showed that knowledge acquisition and application led to a significant increase in utilitarian value and satisfaction, which subsequently increased WOM. Age had a positive influence on WOM, while gender had no significant impact. The findings provide theoretical contributions by expanding our understanding of AI chatbots' role in knowledge processes, satisfaction, and WOM, particularly among office workers.
ISSN:2045-2322
2045-2322
DOI:10.1038/s41598-024-57977-0