Chatbot for Online Customer Service

Ho, Ree Chan

doi:10.4018/978-1-7998-7603-8.ch002

Cited by 22 publications

(4 citation statements)

References 72 publications

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“…Facilitating conditions include necessary technical assistance and procedures related to the proper use of systems (Bhattacherjee, 2000). It included the required customer support and technological elements for the smooth operations of the system (Ho, 2021). The extant literature has investigated the crucial role of facilitating conditions in supporting various online business platforms, such as electronic commerce, mobile commerce, and social commerce (Verkijika, 2020;Yahia, Al-Neama, & Kerbache, 2018).…”

Section: Facilitating Conditionmentioning

confidence: 99%

The impact of credibility of streamers on the acceptance of live streaming commerce: An extended UTAUT model

Ng,

Wider,

et al. 2024

5008

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This study aims to explore how innovation adoption, based on the Unified Theory of Acceptance and Use of Technology (UTAUT), influences online shopping through live streaming platforms. It focuses on understanding the factors that drive customer acceptance and usage behavior in the context of live streaming commerce. The research employed a quantitative methodology, utilizing a survey instrument to collect data. The participants comprised 237 online customers in Malaysia who were familiar with live streaming as a shopping medium. The SmartPLS software, which is a tool for structural equation modelling, was utilized for data analysis. The findings suggest that performance expectation, effort expectancy, and social influence, which are important components of the UTAUT theory, have a considerable impact on consumer acceptance and usage behaviour in live streaming commerce. Additionally, the credibility of streamers emerged as a critical factor influencing purchase intentions. These findings highlight the importance of streamer credibility in the live streaming shopping experience. This research offers valuable insights for online retailers and businesses utilizing live streaming platforms for commerce. Understanding the factors that encourage customer engagement and purchase can help in strategizing marketing and operational approaches. It also suggests that the streamers' credibility is a vital aspect of the shopping experience, pointing towards the need for selecting and training streamers effectively. Moreover, this study extends the applicability of the UTAUT theory to live streaming commerce, providing a framework for further research in this emerging field.

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Section: Facilitating Conditionmentioning

confidence: 99%

The impact of credibility of streamers on the acceptance of live streaming commerce: An extended UTAUT model

Ng,

Wider,

et al. 2024

5008

View full text Add to dashboard Cite

show abstract

“…Chatbots can initiate conversations, share relevant content, and inform customers about new products, services, or promotions, actively contributing to the marketing strategy. This proactive approach to customer engagement fosters a dynamic relationship between the brand and its customers, encouraging ongoing interaction and deepening customer loyalty [30], [69], [70]. AI chatbots have become indispensable in marketing communications, particularly in customer service.…”

Section: Chatbots and Customer Servicementioning

confidence: 99%

Artificial Intelligence in Marketing Communication: A Comprehensive Exploration of the Integration and Impact of AI

Durmus Senyapar

2024

TSSJ

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This study investigates the transformative impact of artificial intelligence (AI) on marketing communications through an evaluation research approach. Focused on enhancing personalization, efficiency, and strategic insight, the study explores AI’s applications in content creation, customer service, social media, influencer marketing, and predictive analytics. The results reveal a paradigm transition in customer engagement and behaviour analysis, highlighting AI’s role in providing profound insights and facilitating real-time interactions. Personalized marketing and targeted advertising have evolved, with AI analysing vast datasets to craft tailored messages, significantly enhancing communication relevance. AI’s impact extends to content creation and curation, accelerating processes through natural language generation and improving content personalization. Moreover, AI-driven chatbots redefine customer service, providing 24/7 personalized support and actively contributing to marketing strategies. Social media and influencer marketing benefit from AI’s optimization of content delivery, personalization, and campaign impact measurement. The synergy between AI and predictive analytics anticipates consumer behavior, enabling precise targeting and optimizing the customer journey. The study concludes with implications for businesses, advocating strategic AI integration for sustained growth, and emphasizes the necessity of staying attuned to emerging AI innovations in future research. This research serves as a roadmap, guiding businesses toward successfully navigating the digital era’s evolving marketing communications view.

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“…Errors, particularly those related to factual accuracy or social appropriateness, undermine the chatbot's credibility and raise doubts about its reliability. This loss of trust is not easily repaired and can have lasting repercussions on user engagement and loyalty [44,70]. Users may become hesitant to share information, reluctant to follow advice, or simply choose to avoid the chatbot altogether.…”

Section: Impact Of Chatbot Errors On User Experience and Trustmentioning

confidence: 99%

Error Correction and Adaptation in Conversational AI: A Review of Techniques and Applications in Chatbots

Izadi,

Forouzanfar

2024

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This study explores the progress of chatbot technology, focusing on the aspect of error correction to enhance these smart conversational tools. Chatbots, powered by artificial intelligence (AI), are increasingly prevalent across industries such as customer service, healthcare, e-commerce, and education. Despite their use and increasing complexity, chatbots are prone to errors like misunderstandings, inappropriate responses, and factual inaccuracies. These issues can have an impact on user satisfaction and trust. This research provides an overview of chatbots, conducts an analysis of errors they encounter, and examines different approaches to rectifying these errors. These approaches include using data-driven feedback loops, involving humans in the learning process, and adjusting through learning methods like reinforcement learning, supervised learning, unsupervised learning, semi-supervised learning, and meta-learning. Through real life examples and case studies in different fields, we explore how these strategies are implemented. Looking ahead, we explore the different challenges faced by AI-powered chatbots, including ethical considerations and biases during implementation. Furthermore, we explore the transformative potential of new technological advancements, such as explainable AI models, autonomous content generation algorithms (e.g., generative adversarial networks), and quantum computing to enhance chatbot training. Our research provides information for developers and researchers looking to improve chatbot capabilities, which can be applied in service and support industries to effectively address user requirements.

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Chatbot for Online Customer Service

Cited by 22 publications

References 72 publications

The impact of credibility of streamers on the acceptance of live streaming commerce: An extended UTAUT model

The impact of credibility of streamers on the acceptance of live streaming commerce: An extended UTAUT model

Artificial Intelligence in Marketing Communication: A Comprehensive Exploration of the Integration and Impact of AI

Error Correction and Adaptation in Conversational AI: A Review of Techniques and Applications in Chatbots

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