Reakcje klientów na wykorzystanie chatbotów opartych na sztucznej inteligencji w obsłudze reklamacji

Chatboty oparte na sztucznej inteligencji (SI) są coraz częściej wykorzystywane przez przedsiębiorstwa. Jedną z możliwości wykorzystania tego narzędzia jest proces zgłaszania i obsługi reklamacji. Aby implementacja chatbotów SI do procesów obsługi reklamacji zakończyła się sukcesem, niezbędne jest poznanie opinii klientów na temat tego rozwiązania. Artykuł zmierza do ustalenia, czy i jak różnią się reakcje i odczucia klientów w zależności od wykorzystania w procesie obsługi reklamacji chatbota SI vs chatbota obsługiwanego przez człowieka. Jako metodę badania przyjęto eksperyment internetowy w schemacie międzygrupowym. Ustalono, że rodzaj interakcji w procesie składania reklamacji nie różnicuje reakcji klientów oraz poziomu zaspokojenia ich potrzeb reklamacyjnych. Jednak to, czy osoba miała kontakt z chatbotem SI, czy z człowiekiem, istotnie wpływa na długość interakcji oraz odczuwaną satysfakcję z obsługi. Interakcje z chatbotem SI są znacznie krótsze i łączą się z niższą satysfakcją z obsługi.

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