Learning successful implementation of Chatbots in businesses from B2B customer experience perspective

Abstract

Summary Artificial intelligence empowered Chatbots are altering the nature of service interfaces which has further resulted in raised expectations from Chatbots to understand customer's social interactions and respond them within the turnaround time. To close this research gap, we conduct an exploratory study in two phases‐industry's perspective and B2B customer's perspective and analyze results with the help of NVIVO 12 plus and Leximancer. The findings reveal perceived risk with respect to Chatbots is high, complex pricing structure along with nonavailability of testing options makes the pre purchase more complex. Moreover, interactive speed, customization especially with respect to language issues, integration with other platforms is some of the major themes which influence customer experience. Advancements in AI, natural language processing and more testing at all phases will bring efficiency, automation first strategies. Further, our findings suggest Chatbots must provide more personalization, scalability and omni channel engagement and focus on delivering more enhanced customer experience. Chatbots must offer a grievance management dashboard where the customer can see live queries, resolved queries, present queries status and so on to get transparency. Chatbots streamline the lead qualification process, greatly improve, and speed up the data collection therefore, enhancing customer experience.

The determinant factors of continuance use of customer service chatbot in Indonesia e-commerce: extended expectation confirmation theory

“…In addition, improving job efficiency is a significant aspect of confirmation (Eren, 2021). Users' perception of chatbots as practical tools for task completion and work enhancement validates superior experiences (Kaushal and Yadav, 2023). Enhanced problem-solving efficacy validated the user experience (Lubbe and Ngoma, 2021).…”

“…The ability of customer service chatbots to deliver suitable, relevant responses and further clarification reduces fear (Castillo et al, 2021;Pillai et al, 2024). When the chatbot delivers prompt and satisfactory services that meet user expectations, it enhances customer confidence in the technology (Kaushal and Yadav, 2023). Therefore, this led to the formulation of the following hypothesis: H2.…”

“…Implementing AI in customer support enhances the service level agreement of e-commerce platforms in resolving consumer issues (Kaushal and Yadav, 2023). However, for automation to be effective, Chatbot must deliver precise responses, appropriate solutions and interactions (Chen et al, 2021).…”

The determinant factors of continuance use of customer service chatbot in Indonesia e-commerce: extended expectation confirmation theory

“…In addition, improving job efficiency is a significant aspect of confirmation (Eren, 2021). Users' perception of chatbots as practical tools for task completion and work enhancement validates superior experiences (Kaushal and Yadav, 2023). Enhanced problem-solving efficacy validated the user experience (Lubbe and Ngoma, 2021).…”

“…The ability of customer service chatbots to deliver suitable, relevant responses and further clarification reduces fear (Castillo et al, 2021;Pillai et al, 2024). When the chatbot delivers prompt and satisfactory services that meet user expectations, it enhances customer confidence in the technology (Kaushal and Yadav, 2023). Therefore, this led to the formulation of the following hypothesis: H2.…”

“…Implementing AI in customer support enhances the service level agreement of e-commerce platforms in resolving consumer issues (Kaushal and Yadav, 2023). However, for automation to be effective, Chatbot must deliver precise responses, appropriate solutions and interactions (Chen et al, 2021).…”

Modeling Digital Banking Adoption in Saudi Arabia: An Integrated C-TAM-TPB Framework Examining the Role of Perceived Security-Based Trust

“…Digital banking and stock trading institutions typically strive to anticipate the diverse needs and objectives of their customers, as well as the essential technology that underpins secure transactions [22]. Nonetheless, these institutions must diligently address the growing anxiety among their customers that stem from perceived risks associated with engaging in this relatively new and evolving channel [43]. Digital technology led to increased security breaches, causing users to worry about digital transaction safety.…”

ChatGPT in Education

“…AI chatbots can act as a learning companion, providing continuous support and encouragement to students. These chatbots can offer positive feedback, reminders, and encouragement throughout the learning process, helping students stay motivated and on track (Kaushal & Yadav, 2023). AI chatbots have a transformative potential in education.…”

The determinant factors of continuance use of customer service chatbot in Indonesia e-commerce: extended expectation confirmation theory

“…In addition, improving job efficiency is a significant aspect of confirmation (Eren, 2021). Users' perception of chatbots as practical tools for task completion and work enhancement validates superior experiences (Kaushal and Yadav, 2023). Enhanced problem-solving efficacy validated the user experience (Lubbe and Ngoma, 2021).…”

“…The ability of customer service chatbots to deliver suitable, relevant responses and further clarification reduces fear (Castillo et al, 2021;Pillai et al, 2024). When the chatbot delivers prompt and satisfactory services that meet user expectations, it enhances customer confidence in the technology (Kaushal and Yadav, 2023). Therefore, this led to the formulation of the following hypothesis: H2.…”

“…Implementing AI in customer support enhances the service level agreement of e-commerce platforms in resolving consumer issues (Kaushal and Yadav, 2023). However, for automation to be effective, Chatbot must deliver precise responses, appropriate solutions and interactions (Chen et al, 2021).…”

Modeling Digital Banking Adoption in Saudi Arabia: An Integrated C-TAM-TPB Framework Examining the Role of Perceived Security-Based Trust

“…Digital banking and stock trading institutions typically strive to anticipate the diverse needs and objectives of their customers, as well as the essential technology that underpins secure transactions [22]. Nonetheless, these institutions must diligently address the growing anxiety among their customers that stem from perceived risks associated with engaging in this relatively new and evolving channel [43]. Digital technology led to increased security breaches, causing users to worry about digital transaction safety.…”

ChatGPT in Education

“…AI chatbots can act as a learning companion, providing continuous support and encouragement to students. These chatbots can offer positive feedback, reminders, and encouragement throughout the learning process, helping students stay motivated and on track (Kaushal & Yadav, 2023). AI chatbots have a transformative potential in education.…”

The determinant factors of continuance use of customer service chatbot in Indonesia e-commerce: extended expectation confirmation theory

“…In addition, improving job efficiency is a significant aspect of confirmation (Eren, 2021). Users' perception of chatbots as practical tools for task completion and work enhancement validates superior experiences (Kaushal and Yadav, 2023). Enhanced problem-solving efficacy validated the user experience (Lubbe and Ngoma, 2021).…”

“…The ability of customer service chatbots to deliver suitable, relevant responses and further clarification reduces fear (Castillo et al, 2021;Pillai et al, 2024). When the chatbot delivers prompt and satisfactory services that meet user expectations, it enhances customer confidence in the technology (Kaushal and Yadav, 2023). Therefore, this led to the formulation of the following hypothesis: H2.…”

“…Implementing AI in customer support enhances the service level agreement of e-commerce platforms in resolving consumer issues (Kaushal and Yadav, 2023). However, for automation to be effective, Chatbot must deliver precise responses, appropriate solutions and interactions (Chen et al, 2021).…”

Modeling Digital Banking Adoption in Saudi Arabia: An Integrated C-TAM-TPB Framework Examining the Role of Perceived Security-Based Trust

“…Digital banking and stock trading institutions typically strive to anticipate the diverse needs and objectives of their customers, as well as the essential technology that underpins secure transactions [22]. Nonetheless, these institutions must diligently address the growing anxiety among their customers that stem from perceived risks associated with engaging in this relatively new and evolving channel [43]. Digital technology led to increased security breaches, causing users to worry about digital transaction safety.…”

ChatGPT in Education

“…AI chatbots can act as a learning companion, providing continuous support and encouragement to students. These chatbots can offer positive feedback, reminders, and encouragement throughout the learning process, helping students stay motivated and on track (Kaushal & Yadav, 2023). AI chatbots have a transformative potential in education.…”