Impact of chatbot personality on customer satisfaction

Abstract

Chatbots are becoming increasingly prevalent in e-commerce, leading to the rise of conversational commerce – a $5.78 Bn industry. Prior research indicates that the anthropomorphic elements of a chatbot, including its personality have a material impact on customer satisfaction and emotional connect. In this project, we analysed the impact of chatbot personality (fun/formal) across brand personalities (fun/formal). The project was conducted as a survey integrating four chatbots that were randomly assigned to users and a simple linear regression analysis was used to analyse the effect of personality on customer satisfaction measured with the RATER framework for a particular brand. We found that Formal bots increase the reliability and accuracy perception and cleanliness & standards perception for formal brands. Fun bots seem to increase the empathy perception, reliability and accuracy perception of fun brands.