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Journal Article
The Impact of AI Chatbot on Customer Experience
2024
Overview
The extensive adoption of artificial intelligence (AI) chatbots has revolutionized customer service across industries by offering cost-effective, rapid, and personalized interactions. While previous studies have discovered individual chatbot dimensions which are usability, responsiveness, personality, and trustworthiness on customer experience, particularly in the banking sector. This focus is important because it demonstrates how chatbots not only streamline transactional services but also improve emotional connection, resulting in greater customer relationships and loyalty. A survey experiment is conducted to gather the data needed for this research. A within subjects design is used, the researcher was able to gather 384 completed questionnaires. Results found showed that the four dimensions of AI Chatbot (Responsiveness, Trustworthiness, Personality and Usability) have both a significant and a direct relation and impact on Customer experience and its attributes which are Extrinsic Values and Intrinsic Values.
Publisher
جامعة قناة السويس - كلية التجارة بالاسماعيلية
Subject
