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CHATBOT EFFECTIVENESS AND USER EXPERIENCE
Abstract
Artificial intelligence and its use is an integral part of modern business development, that makes it possible for companies to operate successfully in a competitive environment. This study identifies factors that influence consumer satisfaction with the u become more competitive. The study uses both secondary data analysis and expert interviews, chat bot user mapping and a survey. Within the framework of the research, the situation in the field of using chatbots in Latvia and in the world is described. The study finds that personalized chatbots are more efficient than neutral chatbots and provide a higher level of consumer satisfaction. In order to achieve the goal of the study, three tasks were set:1) to analyze the theoretical basis of chat bot implementation; 2) to describe the use of chat bots and the contribution to the company; 3)to explore user satisfaction with chatbots. A monographic or descriptive method was used to analyse the theoretical aspects of chatbots and their use, secondary data analysis and expert interviews were used to describe the situation, but in order to study consumer attitudes using chatbots, user sorting and surveys were conducted
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