9th International Conference on ICT for Sustainable Development

Authors - Cincy Lucy Abraham, Nidhin V R, Nikhil P Nair, Parvathy Venugopal
Abstract - The study aims to examine user satisfaction with chatbots used for customer service or grievance or, redressal, customer inquiry, focusing on problem solving efficiency, response accuracy, and overall user experience. Additionally, it evaluates the quality of communication and degree of personalization in chatbot interactions as well as how these factors influence consumer trust and perception of company image. The study uses a robust research design that outlines the methods of collecting and analyzing data to answer specific research questions. The formulation of a set of questions for each in depth interview is guided by the research objectives. These questions explore various aspects of chatbot interactions such as problem-solving process, response accuracy, communication clarity, user experience, personalization and influence on consumer trust. The findings obtained from this study provide valuable understandings into the effectiveness of chatbots in customer service roles along with suggestions for improving their problem-solving efficiency and personalization. The balance between scripted, automated and the chatbot’s ability to provide adaptive and personalized interactions are also discussed. This research adds to our knowledge about chatbot interactions and how they affect consumer satisfaction and company image.