Proactive Crisis Communication and Artificial Intelligence Supported Chatbot Utilisation

Abstract

<title>Abstract</title> This study aims to identify the factors that can lead to potential communication crises in AI-enabled chatbots, based on real user experiences. The qualitative research method used was interpretive phenomenological research, as user experiences were at stake. In this context, in-depth interviews were conducted with 12 users who experienced chatbots in solving problems with different organisations in Turkey. The data set obtained as a result of the interviews was analysed using content analysis technique. The results highlighted four factors when describing the quality of artificial intelligence and user experiences. These are: the chatbot's level of understanding users, the interaction environment, its ability to generate solutions, and speed and time management.

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