The impact of personalised AI powered chatbots on customer satisfaction : investigating the role of customer engagement

Abstract

This study focuses on the way personalised AI-powered chatbots influence consumer satisfaction, emphasising the importance of consumer engagement in the Maltese market. By investigating how personalisation in chatbot encounters affect consumer perceptions and habits, the study seeks to close a gap in the body of existing work. To assess the differences between personalised and non-personalised chatbot encounters after statistical analysis, an experimental strategy was used employing two different conditions. Three primary research questions are investigated in this study. The study first looks into how Maltese customers perceive personalised chatbots in terms of engagement as opposed to non-personalised ones. Secondly, it evaluates how much customer satisfaction in the same industry is impacted by the degree of personalisation in chatbot interactions. Lastly, it delves into the connection between customer engagement in chatbot encounters and the degree of personalisation. The overall findings show that consumer beliefs, satisfaction, and engagement with AI-powered chatbots are significantly shaped by the element of personalisation. The distinctions between personalised and non-personalised chatbot encounters are revealed through statistical analyses, which offer helpful insights to enterprises trying to improve customer experiences. These results imply that companies may enhance customer engagement and satisfaction by implementing customisation techniques in chatbot conversations. Businesses may strengthen their client relationships and improve overall service delivery by customising replies to meet the interests and demands of each individual. This study concludes through addressing the significance of personalisation in chatbot interactions and its potential impact on consumer engagement and satisfaction. Such results have broad implications across all sectors, demonstrating the need of implementing personalised approaches to improve consumer experiences and propel corporate success in the digital era.