Effectiveness of Using AI-Based Chatbots in Increasing Customer Engagement
DOI:
https://doi.org/10.55606/optimal.v5i2.6516Keywords:
Artificial Intelligence, Chatbot Effectiveness, Customer Engagement, Digital Transformation, Service AutomationAbstract
This study examines the effectiveness of AI-based chatbots in enhancing customer engagement across various industries. Against the backdrop of increasing digital transformation, the research explores how chatbots influence key metrics such as response time, customer satisfaction, and conversion rates, while identifying implementation challenges and success factors. Through a systematic analysis of recent case studies and empirical data, the study reveals that well-designed chatbots can improve customer satisfaction by 18 percentage points and reduce response times by 99.6%, though limitations persist in handling complex queries and ensuring data privacy. The findings highlight the importance of anthropomorphic design, omnichannel integration, and balanced human-AI collaboration in optimizing chatbot performance. Practical implications suggest that businesses should prioritize transparent data policies, continuous model training, and user-centric conversation flows to maximize engagement. The study contributes to the growing body of knowledge on AI-driven customer service by synthesizing actionable insights from diverse sectors, including retail, banking, and healthcare.
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