The rapid advancement of artificial intelligence (AI) has fundamentally transformed the nature of customer–organization interactions in the digital era. With increasing customer expectations for instant, accurate, and personalized service, organizations are increasingly adopting AI-driven technologies to enhance service delivery and operational efficiency. Among these technologies, AI chatbots have emerged as a widely implemented solution in customer service functions due to their ability to provide real-time responses, automate routine queries, and deliver 24/7 assistance across multiple digital platforms. Industries such as e-commerce, banking, healthcare, telecommunications, and hospitality have witnessed extensive deployment of AI chatbots to improve customer engagement and service accessibility. Despite their growing adoption, the impact of AI chatbots on customer satisfaction remains a subject of ongoing academic and managerial debate. While chatbots offer advantages such as reduced response time, cost efficiency, and scalability, concerns persist regarding their limitations in handling complex queries, emotional intelligence, and contextual understanding. These contrasting perspectives highlight the need for a systematic examination of how AI chatbot characteristics influence customer satisfaction outcomes. This study adopts an analytical and descriptive research approach to examine the impact of AI chatbots on customer satisfaction. The research is based on a comprehensive review of existing literature and an analysis of user perceptions related to chatbot-based interactions. Key factors such as responsiveness, accuracy of information, personalization, ease of use, availability, and perceived reliability are identified as critical determinants influencing customer satisfaction. By synthesizing theoretical insights and user-oriented observations, the study develops a conceptual understanding of the relationship between AI chatbot functionalities and customer satisfaction. The primary contribution of this research lies in offering an integrated conceptual perspective that explains how functional and experiential aspects of AI chatbots collectively shape customer satisfaction. The findings of the study provide valuable insights for organizations seeking to design customer-centric chatbot systems and also serve as a foundation for future empirical research in the domain of AI-enabled customer service and digital user experience.
Anant et al. (Sun,) studied this question.