Jul 2026· International Journal For Multidisciplinary Research· Vol 8· 0 citations· 7 references
TL;DR
It is concluded that AI-powered chatbots positively influence customer satisfaction when they are accurate, responsive, user-friendly, and supported by human assistance for complex issues.
Abstract
Artificial Intelligence (AI) has significantly transformed customer service by enabling organizations to provide instant, personalized, and cost-effective support through AI-powered chatbots. Businesses across industries, including banking, healthcare, retail, education, and e-commerce, increasingly rely on chatbots to improve customer engagement and operational efficiency. However, while chatbots offer numerous benefits, their impact on customer satisfaction depends on factors such as response quality, personalization, ease of use, reliability, and the ability to resolve customer issues effectively. This analytical research paper examines the relationship between AI-powered chatbots and customer satisfaction by analysing existing theoretical concepts, customer expectations, and practical business applications. The paper concludes that AI-powered chatbots positively influence customer satisfaction when they are accurate, responsive, user-friendly, and supported by human assistance for complex issues. Organizations should therefore adopt a hybrid customer service approach that combines AI efficiency with human empathy.
This study examines the role of AI-powered chatbots in enhancing customer service within banking institutions by reviewing existing literature and proposing a conceptual framework for chatbot adoption, and highlights challenges associated with privacy, trust, cybersecurity, and ethical considerations.
Prithvi Siva Sankar Shunmuga Sundaram, S. Somayajula, R. Venugopal· International Journal for Re...· 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
Artificial Intelligence (AI) has become a transformative force in modern marketing by enabling organizations to improve customer understanding, automate marketing activities, and develop personalized marketing strategies. The emergence of Generative AI, particularly ChatGPT, has created new opportunities for businesses...
Ms. Preeti Sharma and Dr. Punam Devi· International Journal of Adv...· 0 citations
This study examines the effect of AI-powered chatbots on customer service quality and
personalization in corporate supermarkets in Bayelsa State, Nigeria. Three dimensions of AI
powered chatbot functionality conversational intelligence, 24/7 service availability, and
personalization capability are tested against two...
Esther George Yebimodei· IIARD International Journal...· 0 citations
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
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
We use cookies to run the site and, with your consent, for analytics and to show ads.
See our Cookie Policy.
