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AI-Based Chatbots in Customer Service: A Task-Technology Fit (TTF) Model

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  • Martin Sonntag

    (Osnabrück University, Germany)

  • Jens Mehmann

    (Jade University of Applied Sciences, Germany)

  • Frank Teuteberg

    (Osnabrück University, Germany)

Abstract

This article aims to answer the question of how artificial intelligence (AI)-based chatbots in customer service can be perceived more efficiently and effectively in terms of interaction with customers using ChatGPT. Based on a literature review and analysis of 115 relevant publications, a research model was developed to answer this question. The research study is based on the task-technology fit (TTF). The evaluation of the research model was based on an online survey with 202 study participants. Our results show that the TTF of ChatGPT has a significant influence on the efficiency and effectiveness of AI-based chatbots in customer service. In terms of efficiency, key factors include an intuitive and user-friendly interface, or accurate understanding of customer queries without the need for repetition. Regarding effectiveness, the study finds that unambiguous and clear responses, support for complex customer issues, and ensuring the security of customer data are all essential.

Suggested Citation

  • Martin Sonntag & Jens Mehmann & Frank Teuteberg, 2025. "AI-Based Chatbots in Customer Service: A Task-Technology Fit (TTF) Model," International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), IGI Global, vol. 16(1), pages 1-20, January.
    • Handle: RePEc:igg:jssmet:v:16:y:2025:i:1:p:1-20
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