AI 챗봇 상호작용에서 감성과 기술의 역할

As the use of AI chatbots has increased in recent years across a variety of industries, how they interact with users has become an important research topic. This study empirically analyzes the impact of AI chatbots' emotional characteristics (anthropomorphism, humor, and intimacy) and technical characteristics (perceived usefulness, perceived ease of use, personalization, and responsiveness) on user satisfaction and reuse intention based on the S-O-R (Stimulus-Organism-Response) framework. The results indicate that among the emotional characteristics, anthropomorphism and intimacy significantly enhance user satisfaction, whereas humor does not have a notable impact. Among the technical characteristics, personalization has the most substantial effect, followed by perceived usefulness, perceived ease of use, and responsiveness, all of which positively influence satisfaction. Furthermore, user satisfaction has a significant positive impact on the reuse intention of AI chatbots. This study highlights the necessity of balancing emotional and technical factors in AI chatbot design and operation strategies to enhance user experience and provides practical insights for developing personalized AI chatbots.