This paper tests the meta-analysis based unified theory of acceptance and use of technology (meta-UTAUT) model to predict the behavioral intentions of organizational users and their use behavior to artificial intelligence (AI) integrated customer relationship management (CRM) systems. Data was collected from 315 organizational users in India. The hypotheses draw on the theoretical underpinnings which have been statistically validated. Results show that CRM quality and satisfaction significantly influences an organization’s employees attitudes and intentions to use AI integrated CRM systems. The compatibility of CRM systems has, however, a limited impact on employees attitudes. The findings, which are aligned with the extended UTAUT model, provide useful insights into organizations and decision-makers for designing AI integrated CRM systems.

本文测试基于元分析的技术接受和使用统一理论（meta-UTAUT）模型来预测组织用户的行为意图及其对人工智能（AI）集成客户关系管理（CRM）系统的使用行为。数据来自印度的 315 个组织用户。这些假设利用了经过统计验证的理论基础。结果表明，CRM 质量和满意度显着影响组织的员工使用 AI 集成 CRM 系统的态度和意图。然而，CRM 系统的兼容性对员工态度的影响有限。这些发现与扩展的 UTAUT 模型一致，为组织和决策者设计 AI 集成 CRM 系统提供了有用的见解。