Analysing The Relation of AI Chatbot on Customer Satisfaction

Analysing The Relation of AI Chatbot on Customer Satisfaction

RAJU KUMAR *1, DR. NEERAJ BALI *2

School Of Business, Galgotias University

ABSTRACT

The sudden emergence of artificial intelligence (AI) has dramatically transformed operational models in many industries, and customer service is one of the biggest gainers from this shift. At the heart of this change is the use of AI-driven chatbots, which present new channels of engagement with customers. This research paper conducts a specific study into the resultant effect of these AI chatbots on the level of customer satisfaction. The research investigates a number of key factors that have been hypothesized to mediate this effect, such as the responsiveness and efficiency of response time, the reliability and accuracy of information presented, the level of personalization available in interactions, and the general ease and intuitiveness of the user experience. To this end, the research takes a multi-disciplinary approach involving an extensive literature review to frame current knowledge, review of applicable case studies to present live examples, and use of analytical models to evaluate performance measures and correlations. With this extensive methodology, the paper assesses the degree to which AI chatbots deliver enhanced customer satisfaction, as well as finding their current limitations and suggesting areas for future possible improvements.

Keywords: Artificial Intelligence (AI), AI Chatbots, Customer Satisfaction, Customer Service, Response Time, Information Accuracy, Personalization.