Al-powered chatbots and customer satisfaction in customer service industry: exploring the role of service quality and user interaction

Chatbots are transforming customer service with rapid, standardized, and customized dialogues that increase customer satisfaction. Technical problems remain, but predominantly in the realm of empathic processing and data privacy, hybrid human-machine approaches have practical solutions. This paper theoretically addresses the question of how chatbots affect customer satisfaction in the customer service sector. Continuing innovative developments in NLP and ML technologies will only further enhance chatbots’ functions. Companies incorporating these technologies intentionally can increase operations efficiency, secure customer loyalty, and establish market advantage in the digitally driven business environment.