What impacts customer experience for B2B enterprises on using AI-enabled chatbots? Insights from Big data analytics
What impacts customer experience for B2B enterprises on using AI-enabled chatbots? Insights from Big data analytics
A. Kushwaha,Prashant Kumar,A. Kar
2021 · DOI: 10.1016/j.indmarman.2021.08.011
Industrial Marketing Management · 162 Citations
TLDR
The results suggest that CX in B2B enterprises using chatbots is influenced by these bots' overall system design, customers' ability to use technology, and customer trust towards brand and system.