The Impact of Technology on Customer Engagement: Comparing the Chatbots and the Customer Executives

Abstract

Customer engagement plays a crucial role in building long-term relationships between businesses and their customers. In recent years, advancements in technology have led to the emergence of chatbots as a popular customer engagement tool. This research paper aims to explore the effectiveness of customer engagement strategies employed by chatbots and human customer executives. With the growing popularity of chatbots in customer service, it is essential to understand their impact on customer engagement and compare them to traditional customer executives. By examining the strengths and weaknesses of each approach, organizations can make informed decisions regarding the implementation of chatbots in their customer service operations. The paper analyzes existing literature to provide insights into the customer experience, satisfaction, and loyalty associated with chatbots and customer executives. This paper summaries the understanding of customer engagement in the context of emerging technologies.