AI Chatbots as a Catalyst for Customer Loyalty Investigating Digital Experience Preferences Across Age Groups

AI Chatbots as a Catalyst for Customer Loyalty Investigating Digital Experience Preferences Across Age Groups

Yamijala Suryanarayana Murthy, Ravi Chandra B. S.
Copyright: © 2024 |Pages: 18
DOI: 10.4018/979-8-3693-2367-0.ch007
OnDemand:
(Individual Chapters)
Available
$37.50
Current Special Offers
No Current Special Offers
TOTAL SAVINGS: $37.50

Abstract

This study examines the growing role of AI chatbots in customer loyalty by examining digital experience preferences across age groups. The study examines AI chatbot features like availability, simplicity of use, accuracy, responsiveness, assurance, and empathy, which are thought to affect digital experience and loyalty. The research uses hybrid methodologies to capture a variety of user interactions and viewpoints. Quantitative data is collected by administering structured surveys to a demographically diverse sample to examine chatbot attributes' effects on behavioral and attitudinal customer loyalty. The expected results may show a complex relationship between AI chatbots and customer loyalty. Younger generations value simplicity and quickness, whereas older people value accuracy and confidence. The scholarly discussion on digital customer engagement benefits from this study. This study helps organizations optimize their AI chatbot strategy to serve a wide range of clients. It emphasizes the need to understand generational preferences in the digital ecosystem.
Chapter Preview
Top

Introduction

In the contemporary business landscape, where digital interaction is paramount, artificial intelligence (AI) chatbots represent a significant breakthrough. These advanced digital tools are not only reshaping how businesses interact with their customers but are also redefining the pathways to customer loyalty. The emergence of AI chatbots as a key player in the customer service domain has sparked a new paradigm in customer engagement strategies. This study, aims to explore the pivotal role of AI chatbots in influencing customer loyalty, with a particular focus on understanding how these preferences and experiences vary across different age demographics.

Context and Significance

The digital revolution has led to an unprecedented shift in consumer behavior and expectations. In this era of instant gratification, customers demand not only immediate responses but also personalized and empathetic interactions. AI chatbots, equipped with capabilities such as natural language processing and machine learning, offer a promising solution to these evolving customer demands. They have the potential to enhance customer experience, streamline service delivery, and foster deeper customer relationships. However, the effectiveness of AI chatbots in achieving these goals may vary across different age groups, making it crucial to understand the diverse digital preferences and expectations of various generational cohorts.

Theoretical Framework

The theoretical foundation of this research is anchored in the convergence of customer relationship management (CRM) and user experience (UX) design principles. CRM theories emphasize the significance of tailored interactions in building strong, enduring customer relationships. UX design principles, on the other hand, focus on creating user interfaces that are intuitive, engaging, and satisfying. This study seeks to marry these principles to dissect how AI chatbots can be optimally designed and utilized to meet the varying needs of different customer segments.

AI Chatbot Attributes: Central to this study are several critical attributes of AI chatbots, believed to be influential in shaping customer loyalty. These include:

  • 1.

    Availability: The round-the-clock accessibility of chatbots, catering to the modern customer's expectation of constant availability.

  • 2.

    Ease of Use: The user-friendliness and intuitiveness of the chatbot interface, which are crucial in determining user adoption and satisfaction.

  • 3.

    Accuracy: The precision and correctness of the information provided by chatbots, essential for building trust and dependability.

  • 4.

    Responsiveness: The promptness of chatbots in responding to customer queries, reflecting their efficiency and impact on the customer experience.

  • 5.

    Assurance: The security and privacy aspects of chatbot interactions, vital for customer confidence in digital platforms.

  • 6.

    Empathy: The ability of chatbots to deliver responses that are perceived as understanding and considerate of the user's needs.

Complete Chapter List

Search this Book:
Reset