Chatbot and Customer Service Enhancement

This research evaluates the role that artificial intelligence chatbots play in the process of customer service. At the same time, both the operational advantages and the experience of customers using the technology in question will be assessed in the context of the research. Based on current academic studies, survey results, and credible sources, it becomes clear that the use of chatbots leads to significant improvements in terms of response speed, reduced cost, and effectiveness in addressing clearly defined requests. At the same time, the attitude of customers to such technology is ambiguous. While they appreciate the 24/7 availability, speed, and avoidance of traditional telephone queues, they have doubts about the ability of an artificial intelligence assistant to properly understand the situation, show empathy, and handle difficult cases. In this context, an extended theoretical framework that aims at modeling the relationships between the concepts such as information quality, functionality, emotional response, efficiency, and trust can be formulated. In this case, the combination of quantitative and qualitative assessment can provide a basis for further evaluation from the perspective of human needs. This will help to better understand the relationship between the studied factors. Thus, this framework should contribute to recognizing customers as human beings rather than abstract data.