Explore Study of Behavior Intention of the Service of Artificial Intelligence Application in the Station Based on Stimulus – Organism – Response Theory

Abstract

The application of artificial intelligence in customer service is a topic that has received the most attention recently, and human-machine cooperation in which human customer service and AI customer service jointly complete customer service is an important management and research topic. The application of artificial intelligence will play an important role in the field of tourism, and AI customer service based on natural language processing technology is an important application case of artificial intelligence in the tourism and service industry. This study introduces the service scenario of AI customer service in the station visitor center in order to analyze the case, explore the factors that affect consumers' decision-making behavior when facing real customer service and AI customer service, and construct an S-O-R model to analyze the behavior of choosing AI services.