ARTIFICIAL INTELLIGENCE ATTRIBUTES INFLUENCING THE BEHAVIOURAL INTENTION TO USE CHATBOTS IN SRI LANKAN SYSTEMATICALLY IMPORTANT BANKS

Abstract

The study investigates the influence of artificial intelligence attributes (perceived anthropomorphism, perceived intelligence, perceived animacy) and investigates the mediating role of technology trust on the behavioural intention to use chatbots in systematically important banks in Sri Lanka. Adopting a positivist paradigm and a deductive approach was used to collect cross-sectional data through a structured survey questionnaire and analysed using SPSS and SmartPLS. The findings revealed that Artificial Intelligence (AI) attributes were significant positive predictors of chatbot adoption. The research demonstrates that technology trust acts as a mediator between Al attributes and the behavioural intention to use Chatbots. Grounded in the Computers Are Social Actors (CASA) paradigm, Technology Acceptance Model (TAM), and Unified Theory of Acceptance and Use of Technology (UTAUT), the study enhances understanding of Chatbot adoption in the banking sector. The findings have implications for developers and banks to develop more anthropomorphic, intelligent, and trustworthy chatbots that drive customer uptake and enable digitalisation in banking.