AI Chatbots as a Catalyst for Customer Loyalty Investigating Digital Experience Preferences Across Age Groups

Abstract

This study examines the growing role of AI chatbots in customer loyalty by examining digital experience preferences across age groups. The study examines AI chatbot features like availability, simplicity of use, accuracy, responsiveness, assurance, and empathy, which are thought to affect digital experience and loyalty. The research uses hybrid methodologies to capture a variety of user interactions and viewpoints. Quantitative data is collected by administering structured surveys to a demographically diverse sample to examine chatbot attributes' effects on behavioral and attitudinal customer loyalty. The expected results may show a complex relationship between AI chatbots and customer loyalty. Younger generations value simplicity and quickness, whereas older people value accuracy and confidence. The scholarly discussion on digital customer engagement benefits from this study. This study helps organizations optimize their AI chatbot strategy to serve a wide range of clients. It emphasizes the need to understand generational preferences in the digital ecosystem.