Unveiling the transformative role of chatbots: An insight from industry

Title

Unveiling the transformative role of chatbots: An insight from industry

Creator

Francis, Shimmy; Rangasamy, Sangeetha

Description

In the 21st century, technological advancements have left an indelible mark on various industries. This study seeks to gauge the effectiveness of Chatbots with a specific lens on four pivotal sectors: Banking, Healthcare, Education and Information Technology. Acting as virtual conversation agents, Chatbots simulate human-like interactions. Through the lens of the Dialogue Manager theory, this research aims to pinpoint crucial attributes spanning distinct dimensions. These include the realm of the attributes, namely customer experience (user-friendliness, attentiveness, clarity, awareness and security), company experience (passion, timeliness, customer engagement, tracking customer), communication experience (observer, respectfulness, emotions, good listener, preciseness) and technology experience (updated technology, industry applied, quick response, problem-solving, high backup). This study investigates user perceptions, facilitating a more profound comprehension of Chatbot efficacy. The outcomes benefit the aforementioned industries, aiding them in refining their automation processes for heightened user-friendliness. Moreover, the potential for extending this research with empirical analysis opens avenues for further exploration. 2025 Shimmy Francis and Sangeetha Rangasamy. All rights reserved.

Source

Marketing Intelligence, Part B: AI, Trust, and Innovation in the Modern Business Landscape;pp.79-96

Date

01-01-2025

Publisher

Emerald Publishing

Subject

Artificial intelligence; Automation; Chatbot; Human-computer interaction; Performance metrics; Service agents

Coverage

Francis S., Christ University, India; Rangasamy S., Christ University, India

Rights

Restricted Access; Hardcopy may be available in the library

Relation

ISBN: 978-183662560-5; 978-183662561-2;

Format

online

Language

English

Type

Book chapter

Identifier

https://doi.org/10.1108/978-1-83662-560-520251004

https://www.scopus.com/pages/publications/105006629145?origin=resultslist