Learning successful implementation of Chatbots in businesses from B2B customer experience perspective

Abstract

SummaryArtificial intelligence empowered Chatbots are altering the nature of service interfaces which has further resulted in raised expectations from Chatbots to understand customer's social interactions and respond them within the turnaround time. To close this research gap, we conduct an exploratory study in two phases‐industry's perspective and B2B customer's perspective and analyze results with the help of NVIVO 12 plus and Leximancer. The findings reveal perceived risk with respect to Chatbots is high, complex pricing structure along with nonavailability of testing options makes the pre purchase more complex. Moreover, interactive speed, customization especially with respect to language issues, integration with other platforms is some of the major themes which influence customer experience. Advancements in AI, natural language processing and more testing at all phases will bring efficiency, automation first strategies. Further, our findings suggest Chatbots must provide more personalization, scalability and omni channel engagement and focus on delivering more enhanced customer experience. Chatbots must offer a grievance management dashboard where the customer can see live queries, resolved queries, present queries status and so on to get transparency. Chatbots streamline the lead qualification process, greatly improve, and speed up the data collection therefore, enhancing customer experience.