AI Chatbots and Their Role in Enhancing Customer Experience
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DOI:
https://doi.org/10.67228/3071642X/IJCFDE-2023PI4Y8RPublished 01-04-2023
Artificial Intelligence, Chatbots, Customer Experience, Natural Language Processing, Machine Learning, Customer Service Automation, Conversational AI Issue
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ArticlesHow to Cite
Harris, E. (2023). AI Chatbots and Their Role in Enhancing Customer Experience. International Journal of Commerce, Finance and Digital Economy, 6(1), 01-14. https://doi.org/10.67228/3071642X/IJCFDE-2023PI4Y8RAbstract
Artificial Intelligence (AI) chatbots have transformed customer service by enabling personalized, efficient, and scalable interactions across industries such as banking, healthcare, retail, education, telecommunications, and e-commerce. Powered by technologies including Natural Language Processing (NLP), Machine Learning (ML), Deep Learning (DL), and sentiment analysis, AI chatbots provide 24/7 support, automate routine tasks, reduce operational costs, and improve customer satisfaction. This study examines chatbot architectures, implementation methodologies, and their impact on customer experience through a comprehensive literature review. A performance evaluation framework based on response time, customer satisfaction, resolution accuracy, engagement rate, and cost efficiency is proposed. The findings indicate that AI chatbots significantly improve service quality, operational efficiency, and customer engagement while reducing response time. However, challenges such as contextual understanding, privacy concerns, emotional intelligence, and system integration remain. The study concludes that continuous advancements in conversational AI, ethical governance, and hybrid human-AI support models will further enhance chatbot capabilities, making them a key technology for the future of customer experience management.
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How to Cite
Harris, E. (2023). AI Chatbots and Their Role in Enhancing Customer Experience. International Journal of Commerce, Finance and Digital Economy, 6(1), 01-14. https://doi.org/10.67228/3071642X/IJCFDE-2023PI4Y8R
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