Business Benefits and Customer Perceptions in Customer Service Chatbots

The implementation of chatbots offers benefits but also causes risks, making it important for companies to understand their customers' perceptions. Benefits and risks were previously researched, but were often limited to specific features. The focus of this research paper is to determine whether businesses have a comprehensive understanding of potential dangers, benefits, and consumer perceptions regarding customer service chatbots. The objectives are to find and understand the relationship between company expectations and customer perceptions, and to describe the risks and benefits associated with customer service chatbots. The conducted thematic analysis on interviews with companies and customers showed that the expectations and customer perceptions align. This analysis describes how overall chatbot implementation and quality of interactions can positively and negatively influence customer loyalty, interest, and experience. In conclusion, companies seem to comprehend the perspectives of their customers and are prepared for the benefits and risks regarding chatbots in customer service.