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Study of the relationship between chatbot technology and customer experience and satisfaction
[Etude de la relation entre la technologie chatbots et l'expérience et la satisfaction client]

Author

Listed:
  • Aumaima Wahbi

    (Université Mohamed V de rabat-Maroc, Faculté des sciences juridiques, économiques et sociales de Rabat Souissi)

  • Karim Khaddouj

    (Université Mohamed V de rabat-Maroc, ENSAM - École Nationale Supérieure des Arts et Métiers)

  • Naoufal Lahlimi

    (Université Mohamed V de rabat-Maroc, Faculté des sciences juridiques, économiques et sociales de Rabat Souissi)

Abstract

This article delves into the pivotal role of chatbots as key facilitators in enhancing the customer experience. Portrayed as providers of swift and convenient assistance, chatbots are considered major contributors to the transformation of customer interactions. Their impact is evident in real-time information delivery, execution of transactional operations, and efficient resolution of common issues. The central question addressed in the article is formulated as follows: "How do customer service chatbots influence user experience and satisfaction?" The primary objective is to significantly contribute to the understanding of this emerging phenomenon by conducting an in-depth assessment of existing literature and meticulously examining various factors influencing the adoption and utilization of chatbots. The research methodology employed relies on a comprehensive literature review, involving a critical analysis of 21 specifically selected articles for their relevance in the studied domain. This approach allows for embracing a variety of perspectives and offering a panoramic view of current trends. The consistent results presented in the article underscore that chatbots have a substantial positive impact on the customer experience. Their ability to provide rapid and personalized assistance is emphasized, along with their significant contribution to reducing human errors. Chatbots are thus recognized as valuable tools for optimizing the customer journey and enhancing overall satisfaction. In conclusion, the article advocates for a thoughtful design of chatbots in the tourism sector. This design should be centered around a deep understanding of specific customer needs and how chatbots can effectively complement human interactions. By implementing chatbots judiciously, businesses can aim to provide a comprehensive, consistent, and rewarding customer experience in the tourism sector.

Suggested Citation

  • Aumaima Wahbi & Karim Khaddouj & Naoufal Lahlimi, 2023. "Study of the relationship between chatbot technology and customer experience and satisfaction [Etude de la relation entre la technologie chatbots et l'expérience et la satisfaction client]," Post-Print hal-04403080, HAL.
    • Handle: RePEc:hal:journl:hal-04403080
    DOI: 10.5281/zenodo.10442472
    Note: View the original document on HAL open archive server: https://hal.science/hal-04403080
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    References listed on IDEAS

    as
    1. Chung, Minjee & Ko, Eunju & Joung, Heerim & Kim, Sang Jin, 2020. "Chatbot e-service and customer satisfaction regarding luxury brands," Journal of Business Research, Elsevier, vol. 117(C), pages 587-595.
    2. Baabdullah, Abdullah M. & Alalwan, Ali Abdallah & Algharabat, Raed S. & Metri, Bhimaraya & Rana, Nripendra P., 2022. "Virtual agents and flow experience: An empirical examination of AI-powered chatbots," Technological Forecasting and Social Change, Elsevier, vol. 181(C).
    3. Seyed Mohammad Mosavi & Mohamad Sadegh Sangari & Abbas Keramati, 2018. "An integrative framework for customer switching behavior," The Service Industries Journal, Taylor & Francis Journals, vol. 38(15-16), pages 1067-1094, December.
    4. Hoyer, Wayne D. & Kroschke, Mirja & Schmitt, Bernd & Kraume, Karsten & Shankar, Venkatesh, 2020. "Transforming the Customer Experience Through New Technologies," Journal of Interactive Marketing, Elsevier, vol. 51(C), pages 57-71.
    5. Chin-Lung Hsu & Judy Chuan-Chuan Lin, 2020. "Understanding continuance intention to use online to offline (O2O) apps," Electronic Markets, Springer;IIM University of St. Gallen, vol. 30(4), pages 883-897, December.
    6. Kamoonpuri, Sana Zehra & Sengar, Anita, 2023. "Hi, May AI help you? An analysis of the barriers impeding the implementation and use of artificial intelligence-enabled virtual assistants in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    7. Hsu, Chin-Lung & Lin, Judy Chuan-Chuan, 2023. "Understanding the user satisfaction and loyalty of customer service chatbots," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    Full references (including those not matched with items on IDEAS)

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    Keywords

    Artificial intelligence; Chatbot technology; Customer experience; Customer satisfaction; Customer service.; Intelligence artificielle; technologie de chatbots; expérience client; satisfaction client; service client;
    All these keywords.

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