Electronic Resource

Article - Human–Computer Interaction in Customer Service: The Experience with AI Chatbots—A Systematic Literature Review Vol. 11, No. 10, Pasal (Article) 1579

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Artificial intelligence (AI) conversational agents (CA) or chatbots represent one of the
technologies that can provide automated customer service for companies, a trend encountered
in recent years. Chatbot use is beneficial for companies when associated with positive customer
experience. The purpose of this paper is to analyze the overall customer experience with customer
service chatbots in order to identify the main influencing factors for customer experience with
customer service chatbots and to identify the resulting dimensions of customer experience (such
as perceptions/attitudes and feelings and also responses and behaviors). The analysis uses the
systematic literature review (SLR) method and includes a sample of 40 publications that present
empirical studies. The results illustrate that the main influencing factors of customer experience
with chatbots are grouped in three categories: chatbot-related, customer-related, and context-related
factors, where the chatbot-related factors are further categorized in: functional features of chatbots,
system features of chatbots and anthropomorphic features of chatbots. The multitude of factors
of customer experience result in either positive or negative perceptions/attitudes and feelings of
customers. At the same time, customers respond by manifesting their intentions and/or their
behaviors towards either the technology itself (chatbot usage continuation and acceptance of chatbot
recommendations) or towards the company (buying and recommending products). According to
empirical studies, the most influential factors when using chatbots for customer service are response
relevance and problem resolution, which usually result in positive customer satisfaction, increased
probability for chatbots usage continuation, product purchases, and product recommendations.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

658.812 NIC h

Penerbit

: MDPI (Multidisciplinary Digital Publishing Institute)., 2022

Deskripsi Fisik

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Bahasa

English

ISBN/ISSN

2079-9292

Klasifikasi

658.812 NIC h

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

Vol. 11, No. 10, Pasal (Article) 1579

Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

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