A review of studies on chatbot integration for customer relationship management (CRM) in e-commerce remain limited by analyzing chatbot features within a unified model using a literature review approach, inclusion criteria, and document analysis.
While research on artificial intelligence (AI) tools is growing, studies on chatbot integration for customer relationship management (CRM) in E-commerce remain limited. This review addressed this gap by analyzing chatbot features within a unified model. Using a literature review approach, inclusion criteria, and docume...
Chhayna Cheng· Journal of Human Centered Te...· 0 citations
This study investigates the knowledge-centric quality service and responsiveness of a rule-based WhatsApp chatbot implemented by a South African mobile telecommunications service provider in resolving customer queries and offers a comprehensive framework for evaluating and enhancing chatbot effectiveness.
Sithembiso Khumalo, Tryphosa B. Mashigo, Wafeequa Ben· European Conference on Knowl...· 0 citations
This study uses the novel SPAR-4-SLR protocol to structure the review and the TCCM framework to shed light on the chatbot service quality from the perspectives of theories, contexts, characteristics and methodologies.
Devika Dabas, Seema Singh· International Journal of Qua...· 0 citations
Purpose: Chatbots are virtual helpers to communicate with customers like an actual customer service representative. This study looks at how AI chatbots influence customer satisfaction in online shopping support systems. It is particularly looking at the impact of customer perceptions of information quality, waiting tim...
Aqeel Israr, Muhammad Umer Ahrar, Fareeha Khan et al.· TAMSAAL· 0 citations
In digital era, organizations continue to face a significant dilemma between the efficiency of automation and the quality of human-centered service. Existing literature has extensively studied chatbot adoption, customer satisfaction, and technology acceptance; yet, there is limited empirical evidence on the balance bet...
Ioseb Gabelaia, Samuel Steiner· Journal of Marketing Researc...· 0 citations
The article examines the use of chatbots in the hotel industry in the context of the digital transformation of hospitality. Based on a review of academic literature, the main areas of chatbot application at different stages of the customer journey are systematized, and the advantages, limitations, and organizational co...
S. V. Lelkova· Gostinichnoe delo (Hotel Bus...· 0 citations
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