Scientific Study of Technological Chatbot Adoption in Customer Service
Manoj Kumar Tamrakar, Abhishek Badholia · 2022 3rd International Conference on Electronics and Sustainable Communication Systems (ICESC) · 2022
Customer service is the act of assisting and advising consumers who are considering purchasing or are already utilizing a product or service. Customers want prompt and thorough replies to their questions. Keeping consumers pleased and satisfied is critical to any company's success. As a result, a company needs to offer a variety of client services so that consumers may choose the services that best suit their needs. Telecommunication, IVR, Web Site, Email, Live Chat, and social media are the most common types of customer support. This paper presents a new way of customer service, called "chatbots". The paper discusses the benefits of adopting chatbots for customer service, an overview of chatbot technology, a few case studies about how companies are using chatbots, and challenges in adopting chatbot technology for providing customer service.