Analysing the impact of chatbot on customer engagement

Abstract

With the development in Artificial Algorithm and Machine learning technology a major component of any organization success, customer engagement & experience has been completely changed. Earlier organizations used to have customer representative or BPO services to addresses issues raised by their customers, but with the advent of technology humans has been replaced by Chatbots. A chatbots is a computer program which can have deeper, longer conversation with humans in the form of text or voice. They can intelligently respond to inputs, understand commands, and execute tasks. They have been adopted across domains and industries ranging from Chatbots have been adopted by many companies across industries to cut costs, but this has come at a significant risk to their reputation as their customer service has been significantly affected. Thus, through this project we aim to look at some of the metrices on which chatbots has not performed as expected and finally we aim to suggest some of the potential solutions which can improve on the existing solutions.