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@article{185262,
        author = {Pallavi Agarwal},
        title = {Consumer Attitudes Towards AI Chatbots in Customer Service: Convenience vs. Frustration},
        journal = {International Journal of Innovative Research in Technology},
        year = {2025},
        volume = {12},
        number = {5},
        pages = {844-851},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=185262},
        abstract = {The rapid integration of Artificial Intelligence (AI) in customer service has transformed the way businesses interact with consumers, with AI-powered chatbots becoming increasingly common across sectors such as e-commerce, banking, telecom, and food delivery. While these chatbots promise convenience through instant responses, 24/7 availability, and cost-efficient service, they have also drawn criticism for impersonal interactions, repetitive responses, and unresolved queries that can frustrate users. This study aims to explore consumer attitudes toward AI chatbots, focusing on the balance between convenience and frustration. Using a secondary research approach, the paper synthesizes findings from academic literature, industry reports, and case studies to provide a comprehensive understanding of how consumers perceive chatbot-driven service. The analysis highlights key factors contributing to positive consumer experiences, such as ease of use, speed, accuracy, and personalization, as well as elements that trigger dissatisfaction, including lack of empathy, miscommunication, and limited problem-solving capability. Furthermore, the study examines variations in consumer perceptions across different industries, noting that expectations and tolerance levels differ between sectors like banking and e-commerce. The findings offer practical insights for businesses seeking to optimize chatbot interactions, emphasizing the importance of hybrid AI-human support models, improved natural language processing, and clear escalation mechanisms for complex queries. By consolidating existing research, this paper contributes to a deeper understanding of consumer behaviour in AI-mediated service environments and provides a foundation for future empirical studies exploring regional, demographic, and technological variations in chatbot adoption. Overall, the study underscores that while AI chatbots enhance operational efficiency and convenience, careful design and implementation are crucial to minimize consumer frustration and maintain brand trust.},
        keywords = {AI chatbots, customer service, consumer behaviour, convenience, frustration, customer satisfaction, technology acceptance, digital service experience},
        month = {October},
        }