Utilizing Artificial Intelligence-Powered Chatbots for Enhanced Customer Support in Online Retail
- Title
- Utilizing Artificial Intelligence-Powered Chatbots for Enhanced Customer Support in Online Retail
- Creator
- Jayakumar M.; Soundarraj P.L.; Vishnu Priya P.M.; Gupta R.; Abbas J.K.; Naser S.J.
- Description
- In many e-commerce contexts, live chat interfaces have become popular as a way to communicate with consumers and provide real-time customer support. Conversational software agents, commonly known as Chatbots, are systems created to converse with users in natural language and are often based on artificial intelligence (AI). These systems have replaced human chat service agents in many cases. Although AI -based Chatbots have been widely used due to their time and cost savings, they have not yet met consumer expectations, which may make users less likely to comply with chatbot requests. We empirically study, through a randomized online experiment, the impact of verbal humanoid design cues and a direct approach on compliance with user requirements, based on Social Reactions and Attachment Commitment Theory. Our results show that consumers are more likely to cooperate with chatbot service response requests when there is humanity and consistency. Furthermore, the results demonstrate that social presence plays a mediating role between humanoid design cues and user compliance. 2024 IEEE.
- Source
- Proceedings of 9th International Conference on Science, Technology, Engineering and Mathematics: The Role of Emerging Technologies in Digital Transformation, ICONSTEM 2024
- Date
- 2024-01-01
- Publisher
- Institute of Electrical and Electronics Engineers Inc.
- Subject
- Anthropomorphism; Artificial intelligence; Chatbot; Compliance; Customer service; Social presence
- Coverage
- Jayakumar M., Vel Tech RangaraJan Dr. Sagunthala R&d Institute of Science And Technology, Department of Management Studies, No.42, Avadi-Vel Tech Road, Chennai, Tamil Nadu, Avadi, 62, India; Soundarraj P.L., School of Business & Management - Mba, Christ University, Lavasa Campus, Maharashtra, Pune, 412112, India; Vishnu Priya P.M., Kristu Jayanti College (Autonomous), Department of Computer Science, Kothanur, K. Narayanapura, Karnataka, Bangalore, 560077, India; Gupta R., Management, Bharati Vidyapeeth Inst. of Mgmt. And Res., Affil. To Bharati Vidyapeeth (Deemed To Be Univ.), Pune, A-4 Paschim Vihar, Rohtak Road, new Delhi, 110063, India; Abbas J.K., AL-Nisour University College, Baghdad, Iraq; Naser S.J., College of Pharmacy, National University of Science And Technology, DhiQar, Iraq
- Rights
- Restricted Access
- Relation
- ISBN: 979-835036509-2
- Format
- Online
- Language
- English
- Type
- Conference paper
Collection
Citation
Jayakumar M.; Soundarraj P.L.; Vishnu Priya P.M.; Gupta R.; Abbas J.K.; Naser S.J., “Utilizing Artificial Intelligence-Powered Chatbots for Enhanced Customer Support in Online Retail,” CHRIST (Deemed To Be University) Institutional Repository, accessed February 23, 2025, https://archives.christuniversity.in/items/show/19349.