Exploring Indonesian Companies’ Chatbots to Gather Customer Experience

Proceedings

article

Risca Fleureta Hudiyono¹ 

[1] Vocational Program, Universitas Indonesia

关键词: chatbot;    information;    customer experience;    customer satisfaction;   

DOI  :  10.3390/proceedings2022083001

学科分类：社会科学、人文和艺术（综合）

来源: mdpi

【 摘 要 】

We aim to explore whether recipients of the Indonesia Customer Experience Champions 2022 as Best of The Best Customer Experience Team prize use chatbots effectively to improve their customer experience. Using a qualitative method, we explore their programs related to customer experience, along with the information regarding their chatbots. Then, we directly use two chatbots to gather our personal experience. We found that only four of eight winners use chatbots. Next, from our personal experience, the two chatbots are not yet functioning optimally because of some inaccurate or unclear information. This can lower the level of customer experience. Therefore, companies need to improve the quality of their chatbots.

【 授权许可】

CC BY