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The Role and Impact of Chatbots in Communication Between Clients and Institutions/Companies

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  • Adrian Vasile Lazarescu

    (University of Bucharest, Bucharest, Romania)

Abstract

The emergence of Artificial Intelligence (AI) has radically changed the way companies communicate with their clients and other external stakeholders. As an interactive technology, chatbots have been increasingly integrated into various business processes to enhance customer engagement, streamline communication, and facilitate transactions. This paper examines the role and impact of chatbots in corporate communication, focusing on their ability to assure direct and efficient responses for customers and others. Lately, chatbots are powered by artificial intelligence (AI), and they are capable of simulating human conversation, responding to queries, and performing a range of tasks, from answering frequently asked questions to completing transactions. But the real question is: are they really capable of fulfilling the customers' needs? Are the customers satisfied by chatbots-AI interactions? However, the implementation of chatbots is not without challenges. Issues related to data privacy, security, and the accuracy of responses can affect user trust and satisfaction. Furthermore, while chatbots are designed to handle routine queries and tasks, they may not be equipped to manage complex or sensitive issues that require human intervention.

Suggested Citation

  • Adrian Vasile Lazarescu, 2024. "The Role and Impact of Chatbots in Communication Between Clients and Institutions/Companies," Economics and Applied Informatics, "Dunarea de Jos" University of Galati, Faculty of Economics and Business Administration, issue 3, pages 17-21.
    • Handle: RePEc:ddj:fseeai:y:2024:i:3:p:17-21
    DOI: https://doi.org/10.35219/eai15840409425
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    References listed on IDEAS

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    1. Na Cai & Shuhong Gao & Jinzhe Yan, 2024. "How the communication style of chatbots influences consumers’ satisfaction, trust, and engagement in the context of service failure," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 11(1), pages 1-11, December.
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