Customer Service 2.0: The Influence of Chatbots and AI Solutions"

Abstract

In recent years, chatbots have gained popularity as a result of breakthroughs in artificial intelligence and other technologies that lie behind the surface. In a similar vein, the growing interactivity of the internet and the enhanced capabilities of mobile devices have notably drawn a greater number of customers who are looking for improved and personalized customer care. This is the goal. Therefore, the purpose of this chapter was to gain a better understanding of the usage of chatbots by online businesses in order to throw light on the influence that it has on the happiness of customers with customer service. In this particular research endeavor, the conceptual framework was built using the commitment theoretical trust underpinning. It investigated trust, commitment, service quality, and technology in regard to the utilization of chatbots. As a consequence, the higher level of customer involvement that was achieved has resulted in increased information sharing and referrals to additional clients. The purpose of this chapter was to propose an integrated framework for anticipating the use of chatbots to increase customer bonding with businesses. The most important contribution was the compilation of a list of prerequisites that must be met in order to enhance customer involvement in the process of implementing chatbots.