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Tech & Innovation

4 Things that make people feel good about using chatbots

A recent study identified four factors that predict user satisfaction with customer service chatbots. The study also found that a positive chatbot experience was associated with customer loyalty, highlighting the potential importance of the findings to corporate brands.



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A recent study identified four factors that predict user satisfaction with customer service chatbots. The study also found that a positive chatbot experience was associated with customer loyalty, highlighting the potential importance of the findings to corporate brands.

“Chatbots that use artificial intelligence to address customer needs are already in widespread use, and are expected to become even more common over the next few years,” says Yang Cheng, corresponding author of the study and an assistant professor of communication at North Carolina State University. “We wanted to know how these chatbots are affecting the user experience and how they affect the way consumers feel about brands.”

For this study, researchers conducted a survey of 1,064 consumers in the US who had used a chatbot from at least one of the 30 US brands with the most highly regarded chatbot services. These brands represent industries ranging from fashion to food to software.

The researchers found there were four attributes that positively predicted user satisfaction with a chatbot.

1. The most powerful predictor was convenience.

Cheng says: “If people thought chatbots were fast and efficient, they were more likely to be satisfied. I can sympathize with those people – I hate talking to customer service and being transferred from one person to another.”

2. Focus on iInformation.

It matters if the chatbot provided information that was useful and relevant to the user.

3. Entertainment counts.

It also matters if interacting with the chatbot was pleasant or fun.

4. Social presence.

Lastly, if the chatbot made users feel like they were interacting with an intelligent being, they are more prone to using chatbots.

But one factor was associated with reduced customer satisfaction: perceived privacy risk.

Specifically, if users felt that the information they were sharing with the chatbot could be misused, they were more likely to report being dissatisfied with the chatbot service.

“Companies need to pay attention to these results as they invest in AI-driven chatbot services,” Cheng says. “Because we also found that a customer’s satisfaction with their chatbot experience was associated with the customer’s loyalty toward the relevant brand. This really highlights the importance of taking steps to protect consumer data – and ensuring that chatbot services are convenient, fun and helpful.”

The paper, “How Do AI-driven Chatbots Impact User Experience? Examining Gratifications, Perceived Privacy Risk, Satisfaction, Loyalty, and Continued Use,” appears in the Journal of Broadcasting & Electronic Media. The paper was co-authored by Hua Jiang of Syracuse University.

Tech & Innovation

Top 4 threats targeting SMBs in SEA




Kaspersky foiled almost four-fold malware attacks targeting small and medium businesses (SMBs) in Southeast Asia (SEA) during the first half of the year.

The global cybersecurity company today revealed that its solutions blocked a total of 44,022 malware attacks against SMB employees in the region from January to June 2023, a 364% jump as compared to just 9,482 hits in the same period in 2022.

“SMBs are the backbone of Southeast Asia’s economy. They make up nearly half of the region’s GDP, contribute to 85% of jobs here, and they account for more or less 99% of the businesses in SEA. To meet the changing needs of their customers, it’s essential for this sector to embrace digitalization, albeit most are skipping the cybersecurity part of it,” comments Yeo Siang Tiong, General Manager for Southeast Asia at Kaspersky.

To help SMBs figure out their cybersecurity plan, Kaspersky shares the most common types of threats this sector faces.


The biggest threat to SMBs in the first six months of 2023 were exploits. Malicious and/or unwanted software often infiltrates the victim’s computer through exploits, malicious programs designed to take advantage of vulnerabilities in software. They can run other malware on the system, elevate the attackers’ privileges, cause the target application to crash and so on. They are often able to penetrate the victim’s computer without any action by the user.


The second-biggest threat were Trojans. Named after the mythical horse that helped the Greeks infiltrate and defeat Troy, this type of threat is the best-known of them all. It enters the system in disguise and then starts its malicious activity. Depending on its purpose, a Trojan can perform various actions, such as deleting, blocking, modifying or copying data, disrupting the performance of a computer or computer network, and so on.


The third most common threat is backdoors. These are among the most dangerous types of malware as, once they penetrate the victim’s device, they give the cybercriminals remote control. They can install, launch and run programs without the consent or knowledge of the user. Once installed, backdoors can be instructed to send, receive, execute and delete files, harvest confidential data from the computer, log activity, and more.


Potentially unwanted applications (PUAs) that can be inadvertently installed on your device are labeled “not-a-virus” by our solutions. Although they are listed among the most widespread threats and can be used by cybercriminals to cause harm, they are not malicious per se. Nonetheless, their behavior is annoying, sometimes even dangerous, and the antivirus alerts users because, despite being legal, they often sneak onto the device without the user realizing.

Cybercriminals attempt to deliver this and other malware and unwanted software to employees’ devices by using any means necessary, such as vulnerability exploitation, phishing emails and fake text messages. Even something totally unrelated to business, such as a YouTube link, may be used to target SMBs, as their employees often use the same devices for work and personal matters.

One of the methods often utilized to hack into employees’ smartphones is so-called “smishing” (a combination of SMS and phishing). The victim receives a link via SMS, WhatsApp, Facebook Messenger, WeChat or some other messaging app. If the user clicks the link, malicious code is uploaded into the system.

“According to our latest cyber-resilience report, in 2022, four in ten employers admitted that a cybersecurity incident would be a major crisis for their business, superseded only by a slump in sales or a natural disaster. A cybersecurity crisis would also be the second most difficult type of crisis to deal with after a dramatic drop in sales if judged by the results of the survey. Cybersecurity is something SMBs in SEA should take seriously, and we are here to help them chart their journey to building a safer business for them and for their customers,” adds Yeo.

Kaspersky experts suggest SMBs to have a comprehensive defensive concept that equips, informs and guides your team in their fight against the most sophisticated and targeted cyberattacks like Kaspersky Extended Detection and Response (XDR) platform.

To know more about Kaspersky’s latest SMB threat report, visit

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Tech & Innovation

Microsoft 365 from GoDaddy empowers entrepreneurs, SMBs with professional emails, business efficiencies

A solution is to use digital tools such as Microsoft 365 from GoDaddy to address these issues and more by offering a comprehensive solution tailored to the needs of modern business owners.



Entrepreneurs and small businesses often face the challenge of using personal email accounts for business purposes, which can make the business appear unprofessional, possibly leading to a lack of credibility and difficulty in separating personal and professional communication. A solution is to use digital tools such as Microsoft 365 from GoDaddy to address these issues and more by offering a comprehensive solution tailored to the needs of modern business owners.

In today’s competitive online marketplace, owning your name, brand, and data is crucial. To keep small businesses at the top of their game, Microsoft 365 provides the necessary tools for entrepreneurs to achieve this. Entrepreneurs can use a more professional email address that matches their domain name, enhances their brand identity and credibility as a business. Data shows that potential customers are 9x more likely to choose a business with an email address that matches the name of their business. 

Moreover, with robust data security and spam filtering, entrepreneurs can protect their data and their customers’ data with security protections built into the product offering. The tool also enables entrepreneurs to prevent other businesses from spoofing their email for data collection and offers an ad-free inbox experience. Unlike the general version, Microsoft 365 from GoDaddy also brings the users real-time online meetings and screen sharing capabilities via teams, enabling seamless communication.

Business Benefits:

  • Uninterrupted Access to the Latest Office Apps: GoDaddy’s Microsoft 365 Business Professional plan ensures uninterrupted access to the latest versions of Office applications such as Word, Excel, PowerPoint, Outlook, OneNote, and Publisher complemented by mobile apps. Automatic updates at no extra cost ensure cutting-edge tools are always available, optimizing your business needs. Simplified and secure document sharing, and collaboration are facilitated through 1 TB of secure OneDrive storage for Business and Online Office apps, ultimately boosting team productivity.
  • Data Security and Brand Protection: In today’s highly digitalized world, safeguarding business and customer data is paramount for any entrepreneur. Microsoft 365 employs advanced security measures, protecting against malware, viruses, and spam. This ensures the confidentiality and integrity of a brand’s communications, preserving its reputation.
  • Seamless Setup and Migration: Setting up professional email with Microsoft 365 is made easier with GoDaddy set-up instructions. GoDaddy expert customer care specialists can assist with a smooth transition by transferring all emails, folders, and contacts without disruption to small businesses.
  • Value and Support: GoDaddy offers a variety of plans to meet business needs with competitive pricing. Beyond affordability, the product is backed by a 30-day money-back guarantee and supported by GoDaddy expert customer care entrepreneurs and small business owners can rely on Microsoft 365 from GoDaddy assistance along the way as needed. 

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Prime Asia Hotel thrives through technology, shared values

“Our model is to always adapt and to listen to our guests, to see their requirements in order to adjust accordingly and improve our facilities,” said Prime Asia Hotel General Manager Walid El Zeer.



In the dynamic sphere of hospitality, Prime Asia Hotel (PAH) has carved a niche that was built on unwavering values and confidence in technology.

At the heart of its success, there is relentless dedication to offer guests a memorable stay, making use of innovative tools, coupled with a commitment to the company values: Pleasantness, Attentiveness, and Honesty.

“Our model is to always adapt and to listen to our guests, to see their requirements in order to adjust accordingly and improve our facilities,” said Prime Asia Hotel General Manager Walid El Zeer.

Making good on this promise, the hotel opened its doors to furparents who would like to bring their small pets with them. The hotel is also working to improve their facilities to soon accommodate even bigger breeds. 

Aside from that, the hotel also offers a 24-hour access to its swimming pool, a menu specially-made for kids, spa, and massage services, budget-friendly offerings, a 24/7 coffee shop, as well as diverse culinary options perfect for leisure, business, and family travelers.

“A satisfying aspect for us is providing a safe and friendly environment for families and kids, to see them happy, and enjoying their time in the hotel. It’s touching when you see them sad to leave, wanting to come back or to stay more. It gives us happiness that we are able to achieve something that is good for these families,” El Zeer noted. 

In a business where every second counts, technology’s ability to eliminate bureaucratic roadblocks and enable real-time decision-making has been a game-changer for Prime Asia Hotel. 

They harness technology to optimize operations, freeing up staff from tedious chores so they can concentrate on creating meaningful guest interactions. This helps them foster an environment where the team can thrive and guests feel truly valued.

Converge ICT Solutions Inc., their technology provider, plays a crucial role in this evolution by offering up-to-date solutions that complement the hotel’s aspirations.

Their subscription to business-grade fiber of Converge, flexiBIZ, sees to it that the connectivity remains fast and reliable, meeting the speed and consistency that travelers require.

“Today, even if you give the cleanest room, cook the best food, give the best service, the nicest smile and you are not providing a good reliable Wi-Fi connection, the guest will not be happy. Now we are on FlexiBiz. It’s it’s very efficient, budget friendly and reliable solution,” El Zeer said.

“Sometimes the guests have two or three gadgets in the same room, but we are not receiving any complaints about it. It’s still working very well and very reliable,” he added. 

Beyond technology, Prime Asia’s success is nurtured by the core values it stands up for. Having their values at the core of their hiring decisions, they make sure that every staff member is motivated by a shared vision and goal.

For El Zeer, skills can be developed, but values are innate. Combining this with necessary skills, the hotel is positioned to create a synergy that sets them for exceptional service.

Undoubtedly, Prime Asia Hotel’s future holds immense promise. As Prime Asia Hotel continues to stride forward, its commitment to guest-centricity and innovation remains unshaken. 

With this dedication, Prime Asia Hotel guarantees that each visitor leaves with treasured memories, a sense of belonging, and a promise to return.

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