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The Impact of Chatbots on Customer Service Jobs: A Study on the Replacement of Human Customer Support Agents

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  • Meenakshi Rathi

    (Department of Commerce, Institute for Excellence in Higher Education Bhopal)

  • Ayush Nema

    (Department of Commerce, Institute for Excellence in Higher Education Bhopal)

Abstract

The rapid advancement of artificial intelligence (AI) has significantly transformed various industries, including customer service. This study explores the impact of chatbot usage on customer support jobs, specifically examining whether people believe chatbots will replace human agents. Using a sample of 242 respondents, the research applies correlation and regression analysis to assess the relationship between chatbot usage and perceptions of job displacement. The results reveal a weak positive correlation (R Square = 0.0181) between chatbot usage and the belief that chatbots may replace human customer service agents. This suggests that as chatbot interactions become more common, people are not likely to perceive AI-driven automation as a potential replacement for human jobs. However, while the correlation is weak, it does not confirm causation, meaning other factors—such as industry trends, job experiences, and evolving AI capabilities—may also influence these beliefs.

Suggested Citation

  • Meenakshi Rathi & Ayush Nema, 2025. "The Impact of Chatbots on Customer Service Jobs: A Study on the Replacement of Human Customer Support Agents," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 9(7), pages 764-774, July.
    • Handle: RePEc:bcp:journl:v:9:y:2025:issue-7:p:764-774
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