A review of studies on chatbot integration for customer relationship management (CRM) in e-commerce remain limited by analyzing chatbot features within a unified model using a literature review approach, inclusion criteria, and document analysis.
While research on artificial intelligence (AI) tools is growing, studies on chatbot integration for customer relationship management (CRM) in E-commerce remain limited. This review addressed this gap by analyzing chatbot features within a unified model. Using a literature review approach, inclusion criteria, and docume...
Chhayna Cheng· Journal of Human Centered Te...· 0 citations
This study investigates the knowledge-centric quality service and responsiveness of a rule-based WhatsApp chatbot implemented by a South African mobile telecommunications service provider in resolving customer queries and offers a comprehensive framework for evaluating and enhancing chatbot effectiveness.
Sithembiso Khumalo, Tryphosa B. Mashigo, Wafeequa Ben· European Conference on Knowl...· 0 citations
This study uses the novel SPAR-4-SLR protocol to structure the review and the TCCM framework to shed light on the chatbot service quality from the perspectives of theories, contexts, characteristics and methodologies.
Devika Dabas, Seema Singh· International Journal of Qua...· 0 citations
The impact of AI chatbots on perceived information quality, perceived waiting time, pleasure and arousal is positive and strong and joins a small number of studies that take both functional and emotional aspects of customer satisfaction with AI chatbots into account.
Aqeel Israr, Muhammad Umer Ahrar, Fareeha Khan et al.· TAMSAAL· 0 citations
The results revealed that chatbot interactions were perceived as more effective for low-complexity, transactional service tasks because they reduced response times and increased convenience, and hybrid chatbot–human service models may provide the strongest effort–outcome balance by combining the efficiency of automatio...
Ioseb Gabelaia, Samuel Steiner· Journal of Marketing Researc...· 0 citations
The study concludes that the greatest effect is achieved through a hybrid service model in which routine operations are automated while complex and emotionally sensitive cases are transferred to employees.
S. V. Lelkova· Gostinichnoe delo (Hotel Bus...· 0 citations
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