Impact of Chatbots on Satisfaction and Loyalty in Lima's Telecom Sector

Abstract

The migration towards digital environments has transformed the expectations of consumers, who now not only look for quality products and services, but also convenience, personalization and efficiency in each interaction with the brand. This change presents significant challenges for companies, as they need to constantly adapt to meet their needs and thus maintain loyalty in a highly competitive market. The pressure to offer added value and maintain customer preference is intensified by the ease with which consumers switch to competitors. which drives companies to innovate and adapt AI such as chatbots, which could be the answer to this challenge. The objective of this research work is to know if the use of chatbots positively influences the satisfaction and perceived loyalty of consumers of telephone services, since in this case the speed, quality of the service and the customer's need for understanding. They are critical and represent a greater challenge to differentiate. The methodology used for this research maintains a quantitative, correlational, non-experimental approach. The type of sampling was non-probabilistic, and the strategy was snowball. The instrument used was a questionnaire with a sample of around 130 consumers in the city of Metropolitan Lima in Peru. The findings suggest that chatbots are not only innovative tools, but also strategic ones for telephone companies seeking to improve customer satisfaction and loyalty. The implementation of appropriate chatbots can transform the customer experience, providing a more agile, personalized and effective service, thus seeing a close relationship between the dimensions of the chatbot with the satisfaction and loyalty perceived in consumers. In a world where these variables are key to business survival, chatbots represent an opportunity to create exceptional experiences. Uncover how cutting-edge AI chatbots are revolutionising customer satisfaction and loyalty in the competitive telephone service industry, offering transformative, personalised, and efficient interactions. © 2024 Academic Conferences Limited. All rights reserved.