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Chatbots de IA : perspetivas técnicas, organizacionais e sociais para uma adoção responsável
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O objetivo deste estudo é identificar dimensões e atributos relativos à problemática da adoção de chatbots pelas organizações. Pretendendo-se fazer um estudo descritivo sobre o estado da arte na adoção desta tecnologia, optamos por uma metodologia de revisão sistemática da literatura seguindo a abordagem PRISMA. Modelos teóricos de adoção de tecnologia no plano individual e organizacional, bem estabelecidos, como TAM, TPB, UTAUT, a estrutura TOE e o modelo de sucesso de DeLone e McLean foram utilizados para informar a análise, permitindo a identificação dos desafios e oportunidades inerentes à adoção de chatbots baseados em IA generativa. Os resultados indicam que os chatbots modernos, alimentados por modelos generativos avançados, são capazes de produzir respostas contextualmente conscientes, flexíveis e coerentes. No entanto, subsistem desafios importantes, como a explicabilidade, o enviesamento dos dados e a manutenção de um comportamento coerente em situações complexas. A integração organizacional revela a necessidade de um quadro abrangente que inclua a preparação interna, o apoio da liderança e estruturas robustas, de modo a alinhar as funcionalidades do chatbot com os requisitos regulamentares e as expectativas dos utilizadores. Em suma, a investigação propõe um quadro multidimensional que orienta tanto a implementação técnica como a integração organizacional e a avaliação contínua dos resultados.
The aim of this study is to identify dimensions and attributes related to the adoption of chatbots by organizativos. Aiming to conduct a descriptive study on the state of the art in the adoption of this technology, we opted for a systematic literature review methodology following the PRISMA guidelines. Well-established theoretical models of technology adoption at both the individual and organizational level – such as TAM, TPB, UTAUT, the TOE framework and the DeLone and McLean success model – were used to inform the analysis, enabling the identification of challenges and opportunities inherent to the adoption of generative AI-based chatbots. The results indicate that modern chatbots, powered by advanced generative models, are capable of producing context-aware, flexible and coherent responses. However, significant challenges remain, such as explainability, data bias and maintaining consistent behavior in complex situations. Organizational integration highlights the need for a comprehensive framework that includes internal preparedness, leadership support and robust governance structures to align chatbot functionalities with regulatory requirements and user expectations. In summary, this research proposes a multidimensional framework that guides both the technical implementation and organizational integration of chatbots, as well as the continuous evaluation of results.
The aim of this study is to identify dimensions and attributes related to the adoption of chatbots by organizativos. Aiming to conduct a descriptive study on the state of the art in the adoption of this technology, we opted for a systematic literature review methodology following the PRISMA guidelines. Well-established theoretical models of technology adoption at both the individual and organizational level – such as TAM, TPB, UTAUT, the TOE framework and the DeLone and McLean success model – were used to inform the analysis, enabling the identification of challenges and opportunities inherent to the adoption of generative AI-based chatbots. The results indicate that modern chatbots, powered by advanced generative models, are capable of producing context-aware, flexible and coherent responses. However, significant challenges remain, such as explainability, data bias and maintaining consistent behavior in complex situations. Organizational integration highlights the need for a comprehensive framework that includes internal preparedness, leadership support and robust governance structures to align chatbot functionalities with regulatory requirements and user expectations. In summary, this research proposes a multidimensional framework that guides both the technical implementation and organizational integration of chatbots, as well as the continuous evaluation of results.
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Chatbots IA generativa Integração organizacional Aceitação do utilizador Generative AI Organizational integration User acceptance
Contexto Educativo
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Licença CC
Sem licença CC