Research On Influencing Path Of Intelligent Customer Service User's Satisfaction Based On TAM Model

As the growth of intelligent industry in China,more and more industries begin to employ intelligent products to reduce human cost and improve work efficiency.In recent years intelligent customer service has experienced rapid development,intelligent voice,intelligent robot,voice recognition and other intelligent technologies have been widely used in customer service industry.When users use the new intelligent customer service technology,the lack of security and comfort for the new technology will decrease user satisfaction.As well as the intelligent transformation of customer service industry,customer service center serves as a data center,its value has not been explored,and the low added value of traditional customer service center has not been changed.It is urgent to realize service innovation through intelligent technology.User satisfaction is a significant indicator of service innovation.By the research on the impact path of intelligent customer service user satisfaction,it can help enhance user experience and provide suggestions for service innovation and intelligent development of customer service center.Firstly,taking the impact path of customer satisfaction of intelligent customer service as the research goal,the paper used TAM model,IDT theory and TR theory,which are widely verified and have strong explanatory power by a large review of the research on intelligent customer service and customer satisfaction.Through the systematic combing and comparative analysis of the relevant literature of TAM expansion model,IDT theory and TR theory,in combination with the way of expert interviews,it finally determined the external variables of the model,which are response time,convenience,accuracy,comparative advantage,compatibility,optimism,lack of security,discomfort and innovation.Secondly,this paper adopted the method of questionnaire to verify the model and hypothesis.It carried out descriptive statistics,reliability analysis,validity analysis,confirmatory factor analysis and structural equation model analysis on 286 valid questionnaires through using SPSS 22.0 and AMOS 22.0 software.According to the empirical analysis,it is found that response time,compatibility and optimism have asignificant positive impact on perceived usefulness and perceived ease of use,and thus on user satisfaction.With the impact of perceived ease of use,portability,accuracy and comparative advantage ultimately have a positive impact on user satisfaction,while discomfort and lack of security have a negative impact on perceived usefulness and perceived ease of use,and ultimately on user satisfaction.Finally,depending on the research results,the paper put forth suggestions for the intelligent development of customer service center from three aspects-organizational structure innovation,process innovation and customer service center platform.In this paper user satisfaction is perceived as a vital indicator in the intelligent transformation of customer service center.The research concerning the influence path of user satisfaction will help the customer service industry to better understand the acceptance degree of users for the intelligent technology of customer service center,that has significant reference significance for the service innovation and intelligent transformation of customer service industry.