Effectiveness of AI Chatbots in Resolving Customer Complaints: An Empirical Study on Online Shoppers
Keywords:
AI chatbots, customer complaints, customer satisfaction, trust, empathy, responsiveness, e-commerce, online shoppers, human-AI interactionAbstract
This paper investigates the effectiveness of AI chatbots in resolving customer complaints among online shoppers. Set against the rapid expansion of e-commerce, the study explores how AI chatbots are transforming traditional customer service paradigms, particularly in complaint resolution that affects customer satisfaction and loyalty. Using quantitative methods and responses from 120 online shoppers, the research identifies chatbot responsiveness, perceived empathy, and trust as key predictors of customer satisfaction. Results show that all three attributes have a strong, positive, and statistically significant relationship with satisfaction, with trust emerging as the most influential factor. The findings underscore that personalized, transparent, and ethically deployed chatbots deliver greater efficiency, reliability, and user-centric service, thereby elevating satisfaction and strengthening loyalty. The study calls for a shift towards AI-based customer service as a strategic imperative for digital marketplaces, emphasizing the complementary roles of automation and human agents in achieving sustainable service excellence.
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