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Chatbot for SMEs: Integrating customer and business owner perspectives

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  • Selamat, Moch Akbar
  • Windasari, Nila Armelia

Abstract

Chatbots have been widely adopted to create more positive customer experiences as customers now spend more time in digital environments. Despite the technological advancement and benefits of chatbots for customer service, research on chatbot applications for Small and medium-sized enterprises (SMEs) is limited. The absence of research explaining the struggles faced by SMEs contributes to the gap of SMEs' chatbot adoption. This research determines the features and elements that fit with SMEs’ characteristics and their customers with chatbots.

Suggested Citation

  • Selamat, Moch Akbar & Windasari, Nila Armelia, 2021. "Chatbot for SMEs: Integrating customer and business owner perspectives," Technology in Society, Elsevier, vol. 66(C).
    • Handle: RePEc:eee:teinso:v:66:y:2021:i:c:s0160791x21001603
    DOI: 10.1016/j.techsoc.2021.101685
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    References listed on IDEAS

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    3. Zogaj, Adnan & Mähner, Philipp M. & Yang, Linyu & Tscheulin, Dieter K., 2023. "It’s a Match! The effects of chatbot anthropomorphization and chatbot gender on consumer behavior," Journal of Business Research, Elsevier, vol. 155(PA).
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