همایش بین المللی هوش مصنوعی

صفحه اصلی / اولین همایش بین المللی هوش مصنوعی

A Thorough Analysis of How Chatbots Engage, with Aspects of Customer Experience; An In depth Review

نویسندگان :

Omid Noori¹

1- دانشگاه آزاد اسلامی -واحد تهران مرکز

کلمات کلیدی :

Chatbot،Customer Satisfaction،Customer Experience،Customer Relationship،Customer Support and Services

چکیده :

Research on the interaction of chatbots with various customer fields often focuses on a single field. The present study comprehensively examines the dimensions of chatbot interaction with customer experience, customer support and services, customer relationship, and customer satisfaction. Therefore, the main objective of this article is to analyze the relationship between chatbots and various customer fields. Out of the available articles, 68 articles met the criteria for examination. The main findings indicate the primary focus of previous studies on which fields and subfields have been explored and what variables have been utilized. This article provides a fresh perspective on analyzing the relationship between chatbots and customer fields, deepening our understanding of this connection. Additionally, it proposes several agendas for future research and offers several theoretical contributions relevant to distribution and retail companies, digital marketing firms, decision-makers, IT service providers, chatbot designers, policymakers, and healthcare practitioners.