The Chatbot Experience: Investigating Response Times and Their Impact on Consumer Loyalty

Abstract

Companies consider the use of AI technology as a way to improve their customer service and expand their market. Organizational output, originality, and efficiency may all rise thanks to the possibility of automating formerly manual tasks. However, it is crucial to focus on the customer experience while implementing these innovations, not only because various individuals have varied reactions to technology, but also to protect the integrity of the brand as a whole. This research seeks to perform a perceptual qualitative analysis of the users experiences with the chatbots in the context of the telecommunication business through the examination of the connections between the factors of customer happiness and the human like design cues of chatbots and was accomplished through the acquisition of data through the methodology of a cross sectional online survey. The findings open the way for future study to expand our understanding of the relationship between usability, perceived trust, and empathy and consumer happiness. Managers, chatbot developers, and customer care departments may all benefit from the study actionable recommendations for raising chatbot quality and customer happiness. The rare absence of sufficient replies does not inevitably result in a negative experience, as shown by our findings, provided that the chatbots do provide with the users, a simple mechanism for connecting with a human customer support representative, to escalate the matter, so unresolved by the chatbots. Participants in this research showed more realistic expectations of the chatbots capabilities than is indicated by the previous literature on consumers views of conversational agents.

Keywords: AI, Chatbot, HCI, CHATBOTSA, FITD

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