Insights about the relationship between customer loyalty and chatbots (PDF)

Seminar paper from the year 2022 in the subject Business economics - Offline Marketing and Online Marketing, grade: 1,7, University of Applied Sciences Münster, language: English, abstract: Technology is advancing and progressively becoming part of our daily lives, with the creation of virtual assistants that search for information on customer satisfaction and loyalty. The use of chatbots evolved rapidly in numerous fields in recent years, including Marketing, Supporting Systems, Education, Health Care, Cultural Heritage, and Entertainment, by providing intelligent interactions between people and a digital interface.

The objective of this study is to determine some insights into the relationship between customer loyalty and chatbots. With the proposed article, this paper gives a summary of the history of chatbots to get a clear idea of their origin, purpose, and use; and contemplate the technical background.

This paper investigates different key findings divided into themes derived from customer loyalty. The results suggest that the ideas that emerge between customer loyalty and chatbots are that chatbots must inspire trust for end users; customers are looking for someone with empathy who understands not only instructions but also emotions and who offers availability and reliability through machine learning.