Chatbot is a subcategory of Artificial Intelligence that being top-notch innovation of communication technology. This technology contains input and output mask that enables users to communicate with the system behind them and giving the users experience of chatting with human. Chatbot technology has been widely used for business, education, and campaign ourposes. United Nations utilized chatbot on their Climate Campaign, called ACTNOW.bot to make their campaign becoming more interactive and giving experience to the audiences to have personal conversation with United Nations. United Nations implemented System-Initiated interactions as the human-chatbot interaction in their chatbot. The conversation is leaded only by the system and the users are not allowed to type any input to the chatbot. This research aims to analyze on how the usefulness and usability of United Nations system-initiated chatbot influence users satisfaction and user continuance intention to use United Nations climate chatbot. The data that is used for this research were obtained from the result of questionnaire that has been distributed to 139 respondents who have ever experienced United Nations chatbot. The data is analyzed using Path Analysis approach. This research finds that Usefulness and Usability of United Nations Chatbot positively influence User Satisfaction. Usefulness is also influence Continuance Intention both directly and indirectly. Meanwhile, Usability is not influence Continuance Intention directly. Usability influence user’s Continuance Intention through the intervening variable which is User Satisfaction.
Key Message: Chatbot, Campaign, Technology Acceptance Model, User Satisfaction