Chatbots

Chatbots is a computer software powered by artificial intelligence designed to replicate human interaction. It is also possible to refer to them as digital assistants that comprehend the capacities of humans. The bot interprets the user's intent, then processes their queries and provides prompt responses. Chatbots perform their most crucial role: to analyse and detect the intent of the user's request to extract relevant entities. AI-powered chatbots were introduced to improve operational efficiency, eventually saving organisational costs. This study investigates the role of system and service quality in customer satisfaction in banking services. One hundred forty-five usable data were used for analysis. Data were analysed using the Smart PLS. The results revealed that response time, usability, adaptability, empathy and responsiveness were insignificant for customer satisfaction. The result is important as it gave the insight point of customers with regards to the new services. Business organisations may need to introduce chatbots and perhaps make some improvements from time to time to provide better services.

This study investigates the relationship between the user interface and problem-solving towards the continuous intention to use the services. New products or services will always face tough challenges for the customer, especially when the new procedures require them to learn and change some behaviors. Chatbots are also facing the same situation in Malaysia, where customers refuse to accept using chatbots to represent their physical presence. To understand customer behaviors, a quantitative survey was designed. Four hundred twenty-two data were collected from the online survey method. As per the results, the predictors of chatbot continuous intention are user interface and problem-solving. Apart from that, this study also measures the role of mediator, namely trust and customer satisfaction. This study contributes to unique academic and practical insights that can be used to explore the effectiveness of chatbots. The results revealed that both predictors were significant towards the continuous intentions. Besides, the role of the mediator was found to be significant and relevant in the relationship between trust and customer satisfaction and customer satisfaction and trust towards continuous attention.

Since its inception in the late 1960s and especially following its commercialization in the mid-1990s, the Internet has experienced exponential growth. As artificial intelligence (AI) has surpassed previously inconceivable boundaries, it has become evident that AI both poses a threat to aspects of human existence and offers potential avenues for a more human-centric future. This paper contends that a digital existence, by its intrinsic nature, engenders a sense of discontentment. Paradoxically, within this digital realm, remedies emerge that elude offline experiences. While chatbots initially served as sources of amusement, their capacity to provide accessible and dependable counseling services has now become indispensable. Our assertion is that in the years to come, as chatbot technology advances further in sophistication, hundreds of millions of individuals worldwide will gain access to improved lives through the provision of free counseling services. Consequently, therapy will 

Purpose : Unlike human intelligence, which naturally exists, artificial intelligence (AI) is represented by human-like and non-human-like machines that are programmed by humans to serve human and commercial purposes. This technology enables computers to analyze complex data using sophisticated algorithms and mathematical models, allowing them to learn and improve autonomously. The main objective of this research is to examine the impact of AI stimuli and chatbots on smart customer experience and recommendatory marketing, considering the moderating role of technology readiness in platform businesses, based on the Stimulus-Organism-Response framework. Method : This study is classified as descriptive-survey research. Data were collected using a standard questionnaire. The statistical population consisted of users of the Snapp application. Due to the unlimited size of the population, G*Power software was applied for sample size determination. In total, 453 electronic questionnaires were collected, although 406 were required; analyses were conducted on the full set of 453 responses for greater reliability. Given the non-normal distribution of the data, Smart PLS version 4 and SPSS version 27 software were used for analysis. Findings : Of the 12 hypotheses tested, 9 were supported while 3 were rejected. Results confirmed the impact of enthusiasm, usability, and responsiveness on relative advantage and perceived interaction. Moreover, relative advantage and perceived interaction positively influenced recommendatory marketing. The moderating effect of optimism on the relationship between enthusiasm and perceived interaction was also supported. However, the moderating effect of feelings of lack of control on usability–relative advantage and enthusiasm–interaction relationships, as well as the moderating role of optimism on usability–relative advantage, were rejected. These results may be explained by the novelty of chatbot use in Iran and cultural differences. Conclusion : The findings indicate that AI-related stimuli, including chatbots, significantly affect the smart customer experience. In turn, perceived interaction and relative advantage influence recommendatory marketing. Organizations with proper infrastructure and sufficient human resources can therefore effectively leverage AI and chatbot capabilities.