{"id":"https://openalex.org/W4416381460","doi":"https://doi.org/10.62036/isd.2025.114","title":"Social challenges and barriers in implementing AI chatbots as part of customer service digital transformation","display_name":"Social challenges and barriers in implementing AI chatbots as part of customer service digital transformation","publication_year":2025,"publication_date":"2025-11-17","ids":{"openalex":"https://openalex.org/W4416381460","doi":"https://doi.org/10.62036/isd.2025.114"},"language":null,"primary_location":{"id":"doi:10.62036/isd.2025.114","is_oa":true,"landing_page_url":"https://doi.org/10.62036/isd.2025.114","pdf_url":"https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1714&context=isd2014","source":{"id":"https://openalex.org/S4404677940","display_name":"Proceedings of the International Conference on Information Systems Development","issn_l":"2938-5202","issn":["2938-5202"],"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Conference on Information Systems Development","raw_type":"proceedings-article"},"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"bronze","oa_url":"https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1714&context=isd2014","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5045669319","display_name":"Justyna \u017bywio\u0142ek","orcid":"https://orcid.org/0000-0003-0407-0826"},"institutions":[{"id":"https://openalex.org/I130294970","display_name":"Cz\u0119stochowa University of Technology","ror":"https://ror.org/046awyn59","country_code":"PL","type":"education","lineage":["https://openalex.org/I130294970"]}],"countries":["PL"],"is_corresponding":false,"raw_author_name":"Justyna Zywiolek","raw_affiliation_strings":["Czestochowa University of Technology, Poland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Czestochowa University of Technology, Poland","institution_ids":["https://openalex.org/I130294970"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5000437037","display_name":"Marek Matulewski","orcid":"https://orcid.org/0000-0003-1780-7751"},"institutions":[{"id":"https://openalex.org/I4210162755","display_name":"Poznan School of Logistics","ror":"https://ror.org/05ddbab52","country_code":"PL","type":"education","lineage":["https://openalex.org/I4210162755"]}],"countries":["PL"],"is_corresponding":false,"raw_author_name":"Marek Matulewski","raw_affiliation_strings":["Poznan School of Logistic, Poland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Poznan School of Logistic, Poland","institution_ids":["https://openalex.org/I4210162755"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":4.2837,"has_fulltext":true,"cited_by_count":3,"citation_normalized_percentile":{"value":0.95209119,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":98,"max":99},"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9861000180244446,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9861000180244446,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T11636","display_name":"Artificial Intelligence in Healthcare and Education","score":0.0026000000070780516,"subfield":{"id":"https://openalex.org/subfields/2718","display_name":"Health Informatics"},"field":{"id":"https://openalex.org/fields/27","display_name":"Medicine"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T11519","display_name":"Digital Mental Health Interventions","score":0.002400000113993883,"subfield":{"id":"https://openalex.org/subfields/3202","display_name":"Applied Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/chatbot","display_name":"Chatbot","score":0.8478000164031982},{"id":"https://openalex.org/keywords/customer-service","display_name":"Customer service","score":0.5336999893188477},{"id":"https://openalex.org/keywords/transparency","display_name":"Transparency (behavior)","score":0.5},{"id":"https://openalex.org/keywords/digital-transformation","display_name":"Digital transformation","score":0.49619999527931213},{"id":"https://openalex.org/keywords/key","display_name":"Key (lock)","score":0.4537999927997589},{"id":"https://openalex.org/keywords/customer-experience","display_name":"Customer experience","score":0.4154999852180481},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.38769999146461487},{"id":"https://openalex.org/keywords/perception","display_name":"Perception","score":0.36809998750686646}],"concepts":[{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.8478000164031982},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.5336999893188477},{"id":"https://openalex.org/C2780233690","wikidata":"https://www.wikidata.org/wiki/Q535347","display_name":"Transparency (behavior)","level":2,"score":0.5},{"id":"https://openalex.org/C126082660","wikidata":"https://www.wikidata.org/wiki/Q4252370","display_name":"Digital transformation","level":2,"score":0.49619999527931213},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.48159998655319214},{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.4537999927997589},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4253999888896942},{"id":"https://openalex.org/C2985250679","wikidata":"https://www.wikidata.org/wiki/Q984142","display_name":"Customer experience","level":2,"score":0.4154999852180481},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.38769999146461487},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.36809998750686646},{"id":"https://openalex.org/C518677369","wikidata":"https://www.wikidata.org/wiki/Q202833","display_name":"Social media","level":2,"score":0.36489999294281006},{"id":"https://openalex.org/C108827166","wikidata":"https://www.wikidata.org/wiki/Q175975","display_name":"Internet privacy","level":1,"score":0.3422999978065491},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.33899998664855957},{"id":"https://openalex.org/C57473165","wikidata":"https://www.wikidata.org/wiki/Q7315604","display_name":"Resistance (ecology)","level":2,"score":0.32910001277923584},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.32850000262260437},{"id":"https://openalex.org/C2775906791","wikidata":"https://www.wikidata.org/wiki/Q1369310","display_name":"Self-service","level":2,"score":0.3253999948501587},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.3109000027179718},{"id":"https://openalex.org/C131158328","wikidata":"https://www.wikidata.org/wiki/Q1307337","display_name":"Social influence","level":2,"score":0.30559998750686646},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.28870001435279846},{"id":"https://openalex.org/C23213687","wikidata":"https://www.wikidata.org/wiki/Q301468","display_name":"Consumer behaviour","level":2,"score":0.2881999909877777},{"id":"https://openalex.org/C75684735","wikidata":"https://www.wikidata.org/wiki/Q858810","display_name":"Big data","level":2,"score":0.26660001277923584},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.2540999948978424},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.25040000677108765}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.62036/isd.2025.114","is_oa":true,"landing_page_url":"https://doi.org/10.62036/isd.2025.114","pdf_url":"https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1714&context=isd2014","source":{"id":"https://openalex.org/S4404677940","display_name":"Proceedings of the International Conference on Information Systems Development","issn_l":"2938-5202","issn":["2938-5202"],"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Conference on Information Systems Development","raw_type":"proceedings-article"},{"id":"pmh:oai:aisel.aisnet.org:isd2014-1714","is_oa":false,"landing_page_url":"https://aisel.aisnet.org/isd2014/proceedings2025/transformation/30","pdf_url":null,"source":{"id":"https://openalex.org/S30879505","display_name":"Journal of the Association for Information Systems","issn_l":"1536-9323","issn":["1536-9323"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310321080","host_organization_name":"Association for Information Systems","host_organization_lineage":["https://openalex.org/P4310321080"],"host_organization_lineage_names":["Association for Information Systems"],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Proceedings of the International Conference on Information Systems Development (ISD)","raw_type":"text"}],"best_oa_location":{"id":"doi:10.62036/isd.2025.114","is_oa":true,"landing_page_url":"https://doi.org/10.62036/isd.2025.114","pdf_url":"https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1714&context=isd2014","source":{"id":"https://openalex.org/S4404677940","display_name":"Proceedings of the International Conference on Information Systems Development","issn_l":"2938-5202","issn":["2938-5202"],"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Conference on Information Systems Development","raw_type":"proceedings-article"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4416381460.pdf","grobid_xml":"https://content.openalex.org/works/W4416381460.grobid-xml"},"referenced_works_count":0,"referenced_works":[],"related_works":[],"abstract_inverted_index":{"The":[0],"rapid":[1],"advancement":[2],"of":[3,36,119,125],"artificial":[4],"intelligence":[5],"(AI)":[6],"significantly":[7],"reshapes":[8],"customer":[9,128],"service,":[10],"posing":[11],"notable":[12],"social":[13,68,117],"challenges":[14],"and":[15,25,42,58,92,98,108,136,143],"barriers":[16,84],"within":[17],"digital":[18,120],"transformation.":[19],"This":[20],"study":[21],"explores":[22],"user":[23,99],"perceptions":[24],"societal":[26,106],"resistance":[27],"toward":[28],"AI-driven":[29],"chatbots":[30],"based":[31],"on":[32],"a":[33,45],"large-scale":[34],"survey":[35],"11,628":[37],"respondents":[38],"from":[39],"Poland,":[40],"Italy,":[41],"Sweden.":[43],"Using":[44],"structured":[46],"framework,":[47],"chatbot":[48],"attributes":[49],"were":[50],"categorized":[51],"into":[52,116],"essential":[53],"(response":[54],"accuracy,":[55],"real-time":[56],"assistance),":[57],"performance-enhancing":[59],"(personalization,":[60],"emotional":[61],"intelligence,":[62],"hybrid":[63,127],"interactions).":[64],"Results":[65],"highlight":[66],"significant":[67],"resistance,":[69],"especially":[70],"in":[71],"emotionally":[72],"sensitive":[73],"interactions,":[74],"where":[75],"customers":[76],"strongly":[77],"prefer":[78],"human":[79,137],"agents":[80],"over":[81],"AI.":[82],"Key":[83],"identified":[85],"include":[86],"privacy":[87],"concerns,":[88],"data":[89],"security":[90],"risks,":[91],"transparency":[93],"issues.":[94],"Crucially,":[95],"trust,":[96],"explainability,":[97],"education":[100],"emerged":[101],"as":[102],"vital":[103],"for":[104],"reducing":[105],"hesitation":[107],"fostering":[109],"acceptance.":[110],"These":[111],"findings":[112],"offer":[113],"critical":[114],"insights":[115],"dimensions":[118],"transformation,":[121],"emphasizing":[122],"the":[123],"importance":[124],"developing":[126],"service":[129,145],"models":[130],"that":[131],"effectively":[132],"balance":[133],"automated":[134],"technologies":[135],"interaction":[138],"to":[139],"enhance":[140],"consumer":[141],"trust":[142],"overall":[144],"experience.":[146]},"counts_by_year":[{"year":2026,"cited_by_count":3}],"updated_date":"2026-08-24T07:32:12.397491","created_date":"2025-11-19T00:00:00"}