The Contribution of Chatbot to Enhanced Customer Satisfaction: A Systematic Review
Sara Abdullah Al-Barrak, Adel Ismail Al‐Alawi · 2024
Artificial intelligence (AI) has grown in business by deploying machine learning algorithms. One of the AI technologies is a chatbot that reacts like a human and allows interaction with humans in a natural language. They offer different opportunities to enhance customer services and boost customer satisfaction. This research aims to delve into the role of chatbots in increasing customer satisfaction and improving customer services. A systematic literature review was conducted of 10 papers, extracted, and examined to identify the impact of chatbots on customer satisfaction and services. Based on the review, the study discovered that the use of chatbots has increased over the COVID-19 period (2020-2022) due to the need for social media, which positively impacts customer satisfaction by offering improved high-quality services. The present literature review has found a significant research gap regarding the impact of chatbots on customer satisfaction. Specifically, although many studies are available on chatbots, only a few studies have been conducted to focus on a specific sector. Furthermore, there is a need for more research because there is a lack of information regarding the impact of chatbot emotional expressions on customer satisfaction. Therefore, to gain a deeper understanding of this emerging subject and the impact of chatbots on customer satisfaction, future research must concentrate on analyzing these elements in greater detail.