[Paper Review] What Makes People Use Chatbots? Employee and Customer Perspectives

Paper 1 (Hong et al., 2025): moves from customer-facing chatbot research to "internally-facing" enterprise chatbots — redefining chatbots not as simple Q&A tools but as "Enterprise Knowledge Assistants" supporting business strategy sharing and decision-making. Despite rapid growth in conversational AI, enterprise adoption paradoxically creates productivity declines due to employee distrust (hallucination concerns) and job threat perceptions. Research framework: Sociotechnical Systems Theory (examining how social and technical factors interact in organizational systems) + Technology Acceptance Model (TAM, perceived usefulness and ease of use). Key findings: technical reliability (accuracy, hallucination reduction) and system quality (response speed, integration capability) directly affect perceived usefulness, which drives continued use intention; social factors (management support, colleague influence, organizational culture) moderate the technology acceptance process — technically superior chatbots can fail if organizational context doesn''t support adoption. Paper 2 (Lee & Lee, 2025): informal language style defined as general, familiar, casual, colloquial characteristics. When chatbots use friendly expressions and humorous responses (e.g., "this product is super popular!"), users perceive this as human-like communication rather than machine output — prioritizing emotional values (warmth, friendliness) over instrumental values (intelligence, accuracy). Key finding: informal language style positively affects continued use intention in cultural industry (entertainment, fashion, lifestyle) contexts — but the effect is moderated by user characteristics and cultural context; highly task-oriented users may prefer formal precision over casual warmth. Cross-paper insight: chatbot adoption depends on matching language style and technical capability to the specific use context — enterprise knowledge work requires accuracy and reliability signals; cultural industry e-commerce benefits from warmth and relatability signals.