Abstract
For a variety of reasons, artificial intelligent devices are becoming increasingly vital for enterprises. One of the major characteristics that makes AI enhanced services ideal for use in organisations is their ability to complete jobs faster and more accurately than humans. Almost all firms are utilising AI-based Chatbots on social media and messaging applications such as Whats App, Facebook, and others to engage with their enormous consumer base and provide real-time help. But AI is capable of much more. For many individuals, having a discussion with a bot that sounds like a human is a new disruption, and it serves as a tool to engage and entice customers to the point where they leave the website. But AI do more than just that. Having a conversation with a bot which feels like a human talking is a new disruption for a lot of people and it works as a tool to engage these customers and attract them in such a way that they leave the website after making the purchase. And as far as disruption is concerned from guiding the customer how to order pizza to describing through complex sales processes, AI Chatbots have been able to help both B2C and B2B interactions. This chapter provides an insight at how the AI Chatbots influences user interactions, how brands are using Chatbots for marketing and customer service, and why customers are attracted to interact with augmented agents such as Chatbots.
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Krishnan, C., Gupta, A., Gupta, A., Singh, G. (2022). Impact of Artificial Intelligence-Based Chatbots on Customer Engagement and Business Growth. In: Hong, TP., Serrano-Estrada, L., Saxena, A., Biswas, A. (eds) Deep Learning for Social Media Data Analytics. Studies in Big Data, vol 113. Springer, Cham. https://doi.org/10.1007/978-3-031-10869-3_11
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