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@article{206305,
        author = {Jayasree. S},
        title = {AI Chatbots and Customer Satisfaction},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {13},
        number = {2},
        pages = {1039-1042},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=206305},
        abstract = {Artificial Intelligence (AI) chatbots have become a central component of modern customer service systems, reshaping how organisations interact with customers across diverse sectors such as retail, banking, healthcare, and education. This study explores the relationship between AI chatbots and customer satisfaction by examining their functional advantages and inherent limitations. AI chatbots, powered by natural language processing and machine learning algorithms, facilitate real-time, automated, and scalable communication, enabling organisations to provide continuous 24/7 support. Their ability to respond instantly to customer queries, reduce waiting time, and manage large volumes of interactions has significantly improved service efficiency and accessibility. Furthermore, advanced data analytics integrated into chatbot systems allows for personalised recommendations and tailored responses, enhancing user engagement and fostering customer loyalty. Despite these advantages, the effectiveness of AI chatbots in ensuring complete customer satisfaction is moderated by several challenges. A key limitation is their lack of emotional intelligence, which restricts their ability to respond empathetically to complex or sensitive customer concerns. Misinterpretation of contextual nuances and linguistic variations can also lead to inaccurate or unsatisfactory responses. In addition, concerns related to data privacy, algorithmic bias, and transparency influence user trust and acceptance of chatbot-driven services. These issues highlight the need for a balanced integration of AI systems with human intervention to ensure quality service delivery. The study emphasizes that while AI chatbots significantly enhance operational efficiency and accessibility in customer service ecosystems, achieving optimal customer satisfaction requires addressing their technological and ethical limitations. A hybrid model combining automation with human oversight is suggested as a sustainable approach for future customer engagement strategies.},
        keywords = {AI chatbots, customer satisfaction, artificial intelligence, digital customer service.},
        month = {July},
        }