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@article{202553,
        author = {prity kumari},
        title = {AI Chatbots and Customer Satisfaction: Efficiency vs Human Touch},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {12},
        number = {12},
        pages = {8610-8614},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=202553},
        abstract = {Nowadays many companies are using AI chatbots in customer service to provide quick replies and solve customer problems. AI chatbots help companies by giving 24/7 service, reducing cost, and improving response time. They are commonly used in e-commerce websites, banking applications, and online platforms. 
At the same time, AI chatbots also create some problems for customers. Sometimes customers feel frustrated because chatbots cannot understand emotions properly and may fail to solve complex issues. Lack of human interaction can also reduce customer satisfaction. 
This paper studies both the positive and negative impact of AI chatbots on customer satisfaction. The study explains that AI chatbots improve efficiency in customer service, but human support is still important for better customer experience.},
        keywords = {Artificial Intelligence, AI Chatbots, Customer Satisfaction, Customer Service, Human Interaction, Digital Customer Experience},
        month = {May},
        }