Technology is advancing and progressively becoming part of our daily lives, with the creation of virtual assistants that search for information on customer satisfaction and loyalty. The use of chatbots evolved rapidly in numerous fields in recent years, including Marketing, Supporting Systems, Education, Health Care, Cultural Heritage, and Entertainment, by providing intelligent interactions between people and a digital interface.
The objective of this study is to determine some insights into the relationship between customer loyalty and chatbots. With the proposed article, this paper gives a summary of the history of chatbots to get a clear idea of their origin, purpose, and use; and contemplate the technical background.
This paper investigates different key findings divided into themes derived from customer loyalty. The results suggest that the ideas that emerge between customer loyalty and chatbots are that chatbots must inspire trust for end users; customers are looking for someone with empathy who understands not only instructions but also emotions and who offers availability and reliability through machine learning.
Inhaltsverzeichnis (Table of Contents)
- Introduction
- Brief History of Chatbots
- Technical background (design, humanizing, architecture)
- Chatbots Architecture
- Classification of chatbots
- Key findings in the literature
- Key finding 1: Chatbots and the influence on customer trust
- Key finding 2: Customer satisfaction
- Key finding 3: Humanized chatbots
- Key finding 4: The influence of chatbots on Service Quality
- Results and discussion
- Summary of key findings
- Theoretical and practical contributions of the paper
- Limitations of this paper
- Recommendations for future research
- Conclusion
Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)
The primary objective of this study is to investigate the relationship between customer loyalty and chatbots. The paper explores the history, technical background, and key findings related to chatbots in customer service, drawing upon a diverse range of literature.
- The influence of chatbots on customer trust.
- The role of chatbots in fostering customer satisfaction.
- The impact of humanized chatbots on customer engagement.
- The relationship between chatbots and service quality.
- The potential of chatbots to enhance customer loyalty.
Zusammenfassung der Kapitel (Chapter Summaries)
- Introduction: This chapter provides a brief history of chatbots, outlining their origins, purpose, and evolution. It also delves into the technical background of chatbots, covering their architecture, design, and classification. The chapter emphasizes the growing significance of chatbots in customer service and highlights the potential benefits and challenges associated with their use.
- Key findings in the literature: This section explores four key findings related to chatbots and customer loyalty. It examines the influence of chatbots on customer trust, the role of chatbots in driving customer satisfaction, the impact of humanized chatbots on customer engagement, and the relationship between chatbots and service quality.
- Results and discussion: This chapter summarizes the key findings of the paper, highlighting their theoretical and practical implications. It also discusses the limitations of the study and provides recommendations for future research in the field of chatbot technology and customer service.
Schlüsselwörter (Keywords)
This research paper focuses on the intersection of chatbot technology, artificial intelligence, and customer loyalty. Key concepts include customer satisfaction, trust, service quality, humanization, and the impact of chatbots on various business domains.
- Quote paper
- Julia Petker (Author), 2022, Insights about the relationship between customer loyalty and chatbots, Munich, GRIN Verlag, https://www.grin.com/document/1318804
