Analyzing the Impact of Customer Service Chatbots on User Satisfaction
Elkana Rahadian Putra Antonio, Muhammad Farras Fadhilah, Fikri Faiq, Renaldy Fredyan, Hady Pranoto · 2023
In this current digital era, chatbot apps are widely used in customer service with great automation, round-the-clock customer service, and constant customer support. The main problems with chatbots are that they are unable to provide the intended end solution and fail to reproduce the typical customer experience with human interaction. This research aims to see the impact of customer service chatbots on user satisfaction. This paper uses a quantitative review method that results from the translation of the impact given by the Customer service chatbot. The results of this study show that customer service chatbots for most users increase their satisfaction compared to conventional customer service, with chatbots providing customer comfort and efficiency, reducing customer service time, improving information, increasing productivity, and giving customers tailored experiences. The findings in this research benefit the industry by allowing it to evaluate its chatbot applications because customer satisfaction becomes a fundamental issue in this research. Customers may choose a different application from competitors if a company fails to address this issue.