Study of the relationship between chatbot technology and customer experience and satisfaction

Abstract

This article delves into the pivotal role of chatbots as key facilitators in enhancing the customer experience. Portrayed as providers of swift and convenient assistance, chatbots are considered major contributors to the transformation of customer interactions. Their impact is evident in real-time information delivery, execution of transactional operations, and efficient resolution of common issues. The central question addressed in the article is formulated as follows: "How do customer service chatbots influence user experience and satisfaction?" The primary objective is to significantly contribute to the understanding of this emerging phenomenon by conducting an in-depth assessment of existing literature and meticulously examining various factors influencing the adoption and utilization of chatbots. The research methodology employed relies on a comprehensive literature review, involving a critical analysis of 21 specifically selected articles for their relevance in the studied domain. This approach allows for embracing a variety of perspectives and offering a panoramic view of current trends. The consistent results presented in the article underscore that chatbots have a substantial positive impact on the customer experience. Their ability to provide rapid and personalized assistance is emphasized, along with their significant contribution to reducing human errors. Chatbots are thus recognized as valuable tools for optimizing the customer journey and enhancing overall satisfaction. In conclusion, the article advocates for a thoughtful design of chatbots in the tourism sector. This design should be centered around a deep understanding of specific customer needs and how chatbots can effectively complement human interactions. By implementing chatbots judiciously, businesses can aim to provide a comprehensive, consistent, and rewarding customer experience in the tourism sector.

Keywords:  Artificial intelligence, Chatbot technology, Customer experience, Customer satisfaction, Customer service.   

Classification JEL: M 31

Paper type: Theoretical Research