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VOL. 8, ISSUE 1 (2026)
Evaluating the effectiveness of chatbots in modern customer service systems
Authors
Akash Murali E, Swathi Subhash, Syed Mohammed, Nandhini B
Abstract
The rapid growth of artificial intelligence has transformed the way
organizations deliver customer service. Chatbots have emerged as an effective
technological tool that enables businesses to provide instant responses and
continuous support to customers. This study examines the effectiveness of
chatbots in customer service by analyzing user perceptions, satisfaction
levels, and operational efficiency. The research focuses on key factors such as
response time, accuracy, ease of use, and issue resolution capability. Primary
data were collected from 100 respondents using a structured questionnaire.
Descriptive research design and convenience sampling techniques were applied
for the study. Statistical analysis was conducted using tabulation and
percentage methods. The results indicate that a majority of users are satisfied
with chatbot performance due to quick responses and 24/7 availability. However,
some respondents highlighted limitations such as lack of emotional
understanding and limited responses to complex queries. The study concludes
that chatbots significantly enhance customer service efficiency but should be
integrated with human support for optimal service quality.
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Pages:95-97
How to cite this article:
Akash Murali E, Swathi Subhash, Syed Mohammed, Nandhini B "Evaluating the effectiveness of chatbots in modern customer service systems". International Journal of Management and Commerce, Vol 8, Issue 1, 2026, Pages 95-97
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