A comparative analysis of customer service chatbots: efficiency, usability and application

Abstract

A computer programme that imitates and processes human interaction, either through the use of voice or text communication, is known as a chatbot. Its purpose is to be of assistance in the process of finding a solution to a problem. The transformation brought on by advances in technology has had an effect on every industry. The chatbot provides assistance with a wide variety of tasks, including Reservations, Customer Service, and a great number of other services. The fast development of technologies relating to artificial intelligence and natural language processing has resulted in an increase in the use of chatbots in a variety of fields, most notably in the field of customer service. Customers could receive advice that is prompt, accurate, and personalised through the use of chatbots, which has the potential to completely transform customer service. Because it can automate customer service and reduce the amount of work that needs to be done by humans, it has gained a lot of popularity in the business world. Which can help businesses improve the experience they provide for their customers. The purpose of this research is to undertake a comparative review of customer service chatbots, with a particular emphasis on their efficiency, usability, and application across a variety of business sectors. The research will uncover best practises, difficulties, and potential for improvement by analysing a variety of chatbot solutions.