Chatbots in digital marketing: Enhanced customer experience and reduced customer service costs Farid Huseynov

Abstract

Artificial intelligence software called chatbots are designed to imitate human conversation. They utilize natural language processing technology to comprehend and interpret user input and produce responses based on pre-programmed rules or machine learning algorithms. Chatbots are widely utilized in sales and customer service domains. Customers appreciate the convenience of chatbots' instant responses and ability to quickly provide needed information without human intervention. Chatbots benefit businesses by handling multiple inquiries of customers and reducing the need for additional staff, and can also be used for internal purposes such as responding to employee queries and assisting with various tasks. This chapter examines the use of chatbots in marketing, customer service, and sales, covering their classification and common types, impact on customer experience and service costs, and ethical considerations. This chapter will be useful for scholars researching chatbots and professionals looking to integrate them into their marketing and customer service strategies. © 2023 Elsevier B.V., All rights reserved.