# Effects of ChatGPT’s AI capabilities and human-like traits on spreading information in work environments

## TL;DR

This study explores how ChatGPT's AI features and human-like traits affect knowledge sharing and satisfaction in office workers, influencing word-of-mouth communication.

## Contribution

The study introduces a model linking ChatGPT's features to knowledge processes, satisfaction, and word-of-mouth among office workers.

## Key findings

- ChatGPT's system updates and human-like traits enhance knowledge acquisition and satisfaction.
- Knowledge acquisition increases utilitarian value and satisfaction, leading to higher word-of-mouth.
- Age positively influences word-of-mouth, while gender does not.

## Abstract

The rapid proliferation and integration of AI chatbots in office environments, specifically the advanced AI model ChatGPT, prompts an examination of how its features and updates impact knowledge processes, satisfaction, and word-of-mouth (WOM) among office workers. This study investigates the determinants of WOM among office workers who are users of ChatGPT. We adopted a quantitative approach, utilizing a stratified random sampling technique to collect data from a diverse group of office workers experienced in using ChatGPT. The hypotheses were rigorously tested through Structural Equation Modeling (SEM) using the SmartPLS 4. The results revealed that system updates, memorability, and non-language barrier attributes of ChatGPT significantly enhanced knowledge acquisition and application. Additionally, the human-like personality traits of ChatGPT significantly increased both utilitarian value and satisfaction. Furthermore, the study showed that knowledge acquisition and application led to a significant increase in utilitarian value and satisfaction, which subsequently increased WOM. Age had a positive influence on WOM, while gender had no significant impact. The findings provide theoretical contributions by expanding our understanding of AI chatbots' role in knowledge processes, satisfaction, and WOM, particularly among office workers.