With the proliferation of the use of chatbots across industries, business-to-business (B2B) businesses have started using cognitive chatbots for improved customer service which signifies our research. By extending the Technology Acceptance Model and Information Systems Success Model, this study examines personalised contextual customer service using cognitive chatbot. A quantitative research method is applied to the primary data collected from 300 respondents of B2B businesses. The study contributes to the limited research on chatbots and suggests improvement in customer service. The findings provide evidence of high value by customers, particularly while checking for real-time information on reliability and accessibility of products/services. The automated answers to repetitive questions on the recurrent issues create a seamless experience for the customers. This research makes significant theoretical contributions by integrating two models into a simplified model in chatbot literature and manifest that trust affects the willingness to use the cognitive chatbot which drives automation.

随着聊天机器人在各行各业的使用激增，企业对企业 (B2B) 企业已开始使用认知聊天机器人来改善客户服务，这标志着我们的研究。通过扩展技术接受模型和信息系统成功模型，本研究使用认知聊天机器人检查个性化上下文客户服务。对从 B2B 企业的 300 名受访者收集的原始数据应用了定量研究方法。该研究有助于对聊天机器人的有限研究，并建议改善客户服务。调查结果为客户提供了高价值的证据，特别是在检查有关产品/服务的可靠性和可访问性的实时信息时。对重复问题的重复问题的自动回答为客户创造了无缝体验。这项研究通过将两个模型集成到聊天机器人文献中的简化模型中而做出了重要的理论贡献，并表明信任会影响使用驱动自动化的认知聊天机器人的意愿。