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2023 | OriginalPaper | Buchkapitel

3. Chatbots

verfasst von : Ada Maria Barone, Emanuela Stagno

Erschienen in: Artificial Intelligence along the Customer Journey

Verlag: Springer Nature Switzerland

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Abstract

This chapter discusses the role that chatbots can play along the customer journey. As text-based conversational agents that can have conversations with consumers through the use of natural language processing softwares, chatbots are now taking over customer service and support. In this chapter, we discuss what these tools can do (e.g., answering queries, handling customer complaints), how they can be best designed for successful customer experiences (e.g., human-like features, conversational style), and what is their impact on consumers’ perceptions and behaviour. We also build on current applications in the market to further discuss the role that these agents could play in the purchase stage and to suggest directions for future research on this topic.

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Titel: Chatbots
verfasst von: Ada Maria Barone
Emanuela Stagno
Verlag: Springer Nature Switzerland
Buch: Artificial Intelligence along the Customer Journey
Print ISBN: 978-3-031-48791-0

Electronic ISBN: 978-3-031-48792-7

Copyright-Jahr: 2023
DOI: https://doi.org/10.1007/978-3-031-48792-7_3