AI 비서 서비스의 중요도와 만족도 분석 연구

Importance and Satisfaction Analysis for AI Assistant Services

In the era of artificial intelligence, the use of artificial intelligence-based services has been diversified by combining various smart devices, big data, and voice recognition technology with artificial intelligence. From the perspective of IT services, these services are important technology that cause a paradigm shift from display-centered to voice- centered, and from passive to active IT-based services. This study seeks to find a solution to the current situation where AI assistant service is still in its beginning stage, despite having been ten years since its release and having a growing number of consumer touch points. Accordingly, we categorized the functions of AI assistant services and identified the degree of importance and satisfaction of services recognized by actual users. In order to define the ideal services of AI assistant, seven experts from AI assistant-related industry have participated in the interview. Based on this result, we investigated the importance and satisfaction of services perceived by actual users of AI assistant services. As a result of IPA (Importance Performance Analysis). we find out which services are potentially ‘keep’, ‘concentrate’, ‘low priority’, or ‘overkill’ and provide various implications from the findings.