Wajeeha Aslam

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About

Dr. Wajeeha Aslam is a leading researcher in technology adoption and human-computer interaction, with a particular focus on the acceptance of artificial intelligence-driven service tools. Her most-cited work, "Chatbots in the frontline: drivers of acceptance" (2022, 55 citations), makes a significant contribution by extending the service robot acceptance model (sRAM) to explore how functional, relational, social, user, and gratification elements collectively shape user willingness to engage with chatbots. This research provides critical insights for businesses deploying conversational AI in customer service, bridging the gap between technological capability and user trust. Dr. Aslam’s work is highly influential among scholars studying digital transformation and service automation, offering a nuanced framework that moves beyond simple usability to consider the emotional and social dynamics of human-robot interaction. Her findings have practical implications for designing more intuitive and accepted chatbot interfaces, positioning her as a key voice in the evolving discourse on AI integration in frontline services.