In the digital age, chatbot services have become an integral part of our interactions with businesses. Shopmate, a popular chatbot, offers valuable insights into the factors that drive continuous usage. Understanding the relationships between confirmation, satisfaction, and use continuance is crucial for businesses aiming to enhance the effectiveness of their chatbot offerings and retain users. I. The Concept of Confirmation in Chatbot Usage 1.Expectation Alignment Meeting Functional Expectations: Shopmate needs to perform as expected in terms of its core functions. For example, if it is supposed to provide accurate product information, it should consistently deliver detailed and correct details about the items in a business’s inventory. When a user asks about the specifications of a particular gadget, such as a smartphone’s camera resolution or battery life, the chatbot’s response must match what the user anticipates. Adhering to Service Standards: It should also follow the promised service standards. If it claims to offer quick response times, it must live up to that commitment. For instance, during peak shopping seasons or high-traffic periods, Shopmate should still be able to engage with users promptly and not keep them waiting for extended periods. 2. Perceived Quality and Confirmation Accuracy of Responses: The precision of […]