What impacts customer experience for B2B enterprises on using AI-enabled chatbots? Insights from Big data analytics

• Published in: Industrial marketing management Vol. 98; pp. 207 - 221
• Main Authors: Kushwaha, Amit Kumar, Kumar, Prashant, Kar, Arpan Kumar
• Format: Journal Article
• Language: English
• Published: Elsevier Inc 01.10.2021
• Subjects: Artificial intelligence; Big data analytics; Chatbots; Customer experience; Service quality; Social media analytics; Social media analytics; Chatbots; Big data analytics; Customer experience; Artificial intelligence; Service quality

Many B2B firms have widely accepted AI-based chatbots to provide human-like service interaction at different customer touchpoints in recent years. One of the objectives behind introducing this technology is to provide an enhanced, live channel Customer Experience (CX) all round the clock. Researcher...