Ai chatbot: Customer care trends in the 4.0 technology era - factors affecting customer satisfaction when chatting with AI chatbot

Abstract

Background: After the crisis of the Covid pandemic, almost all occupations were frozen. This is the period of the strongest technology boom ever. During this period, the majority of customers demand a self-service model for their own needs without requiring support, which also reflects the increase in ChatBot usage. The application of an AI Chatbot really has a great impact on the exchange, buying and selling process, customer retention rate to find loyal customers and enhance the brand, especially creating the greatest satisfaction. To customers, these are the things that almost every business is concerned about and worried about. Because Chatbot will synthesize and select information on the data source most accurately and quickly, making the customer's information search process most convenient and having the experience that customers want according to their needs. of the “self-service” model. Purpose: The research aims at the general goal of understanding the influencing factors of AI Chatbot applications in Customer Care services that impact customer satisfaction in the industrial age. Technology 4.0, thereby providing recommendations for businesses. Research method: The team uses quantitative methods. During the research process, Microsoft Excel was used to perform descriptive statistics and SmartPLS 4.0 software was used to test the measurement model and structural model. Results: Research results show that the variables Information Quality, Privacy Risk, Personalization of Experience and Trust all have an impact on customer satisfaction when supported by AI Chatbot while shopping online. Theoretical and practical application: Through the research, businesses will have a more objective and complete perspective on the problems they are facing when applying AI Chatbot in serving customers. From there, businesses can fix and perfect AI Chatbot to suit the tastes of as many customers as possible. This can help increase customer trust and satisfaction with the business, create a point of difference and competitiveness in the market, increase loyalty and create long-term relationships with customers. Helps businesses operate more efficiently and maximize profits.