Customer Preference Chatbots or Human Professionals in The Customer Experience Landscape

Abstract

In today's rapidly evolving digital landscape, businesses are constantly seeking innovative ways to deliver exceptional customer experiences and build lasting relationships with their customers. One crucial aspect of this endeavor is the choice between utilizing chatbots or human professionals to interact with customers. Chatbots, powered by artificial intelligence and natural language processing, have emerged as a popular and efficient solution for automating customer interactions. However, the role of human professionals in delivering personalized and empathetic support remains significant. This dissertation aims to investigate the customer preference for chatbots or human professionals in the customer experience landscape. Understanding the factors that influence customer preferences in this context is vital for businesses to design and implement effective customer service strategies. By exploring customer preferences and expectations, organizations can make informed decisions on the optimal blend of chatbot technology and human interactions, ultimately enhancing the overall customer experience.