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Chatbot for Online Customer Service: Customer Engagement in the Era of Artificial Intelligence

Ree Chan Ho

Source Title: Impact of Globalization and Advanced Technologies on Online Business Models

ISBN13: 9781799876038|ISBN10: 1799876039|ISBN13 Softcover: 9781799876045|EISBN13: 9781799876052

DOI: 10.4018/978-1-7998-7603-8.ch002

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MLA

Ho, Ree Chan. "Chatbot for Online Customer Service: Customer Engagement in the Era of Artificial Intelligence." Impact of Globalization and Advanced Technologies on Online Business Models, edited by Ree Chan Ho, et al., IGI Global, 2021, pp. 16-31. https://doi.org/10.4018/978-1-7998-7603-8.ch002

APA

Ho, R. C. (2021). Chatbot for Online Customer Service: Customer Engagement in the Era of Artificial Intelligence. In R. Ho, A. Hou Hong Ng, & M. Nourallah (Eds.), Impact of Globalization and Advanced Technologies on Online Business Models (pp. 16-31). IGI Global. https://doi.org/10.4018/978-1-7998-7603-8.ch002

Chicago

Ho, Ree Chan. "Chatbot for Online Customer Service: Customer Engagement in the Era of Artificial Intelligence." In Impact of Globalization and Advanced Technologies on Online Business Models, edited by Ree Chan Ho, Alex Hou Hong Ng, and Mustafa Nourallah, 16-31. Hershey, PA: IGI Global, 2021. https://doi.org/10.4018/978-1-7998-7603-8.ch002

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Abstract

Chatbot has become popular in recent years due to the advancements in artificial intelligence and other underlying technologies. Likewise, increased internet interactivity and smarter mobile devices have specifically attracted more consumers to pursue superior and personalized customer service. The aim of this chapter was therefore to better understand the use of chatbots by online businesses to shed light on its effect on customer service satisfaction. The commitment trust theory served as the underlying theoretical foundation for the conceptual framework of this study. It explored the relationships among trust, commitment, service quality, and technology towards the use of chatbots. Subsequently, customer engagement gained has influenced the knowledge sharing and the referral to other customers. This chapter presented an integrative framework for predicting the use of chatbots to enhance customer bonding with firms. The main contribution was the list of antecedents needed to improve customer engagement in the implementation of chatbots.

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Chatbot for Online Customer Service: Customer Engagement in the Era of Artificial Intelligence

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