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For a New Protocol to Promote Empathy Towards Users of Communication Technologies Read chapter Read first chapter

2021 | OriginalPaper | Chapter

User Satisfaction with an AI-Enabled Customer Relationship Management Chatbot

Authors : Maarif Sohail, Zehra Mohsin, Sehar Khaliq

Published in: HCI International 2021 - Late Breaking Posters

Publisher: Springer International Publishing

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Abstract

Chatbots’ ability to carry out focused, result-oriented online conversations with human end-users impacts user experience and user satisfaction. Using “Chatbots” as key identifiable examples utilized by Electronic Commerce (E-Commerce) firms in Customer Relationship Management (CRM), this study offers a user satisfaction model in the context of Artificial Intelligence (AI) enabled CRM in E-Commerce. The model is based on Expectation Confirmation Theory (ECT) and Uncertainty Reduction Theory (URT) within the Chatbot context. This model will allow us to investigate if chatbots can provide both businesses and consumers the opportunity to complete a journey from normal through abnormal to the new normal in situations similar to a covid pandemic.

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Metadata
Title
User Satisfaction with an AI-Enabled Customer Relationship Management Chatbot
Authors
Maarif Sohail
Zehra Mohsin
Sehar Khaliq
Copyright Year
2021
Book
HCI International 2021 - Late Breaking Posters

Print ISBN: 978-3-030-90175-2

Electronic ISBN: 978-3-030-90176-9

Copyright Year: 2021

DOI
https://doi.org/10.1007/978-3-030-90176-9_36