An Evaluation of the Effectiveness of Chatbots in Resolving Customer Complaints

The University, Bengaluru growing reiance on chatbots in cstomer service has sparked concerns about their ability to effectively address customer complaints. This research seeks to assess the effectiveness of chatbots in resolving customer grievances, focusing on key performance indicators such as response time, resolution rate, and customer satisfaction. By combining survey data from chatbots users with insights from customer support agents, the study reveals that while chatbots excel in resolving straightforward customer complaints, they struggle with complex, emotionally charged issues that require human empathy and judgment. The findings emphasize the importance of designing chatbots with a clear understanding of their limitations and the need for human oversight to ensure effective customer complaint resolution. Ultimately, this research provides valuable insights for businesses considering the implementation of chatbots technology in their customer service operations.