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Enhancing customer satisfaction in telecommunications: a generative artificial intelligence chatbot analysis
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Resumo(s)
This study, conducted in collaboration with a European telecommunications
company, explores the impact of a Generative AI chatbot on customer satisfaction, a driver for
customer retention. Using quantitative data methods and the descriptive properties of logistic
regression, the research uncovers nuanced insights by analyzing shifts in customer behavior,
technology effectiveness, and key factors influencing explicit customer feedback. Findings
revealed a positive influence on customer satisfaction and uncovered the multifaceted nature of
feedback, specifically regarding service complaints. It laid a foundation for data-driven
decision-making towards future work being done in the dynamic landscape of customer
interactions with the chatbot.
Descrição
Palavras-chave
Telecommunications industry Customer satisfaction Chatbot Generative ai Logistic regression