A Review Transformation Customer Service with Customer Relationship Management (CRM) Based Chatbots

Chatbots have become an increasingly important solution in digital transformation in various business sectors. The role of chatbots not only provides convenience in accessing information but also plays a role in interacting with customers, creating personalized marketing, and developing artificial intelligence technology. The main objective of this study is to identify the gaps in current knowledge about the factors that influence customer satisfaction in interactions with chatbot services and develop a reliable approach to evaluate customer satisfaction. The study utilizes a systematic literature review (SLR) methodology to identify, assess, and analyze existing research on a specific question, providing a concise summary of the literature and insights into current knowledge, essential for translating evidence, identifying research gaps, and establishing frameworks, with evaluations conducted rigorously and consistently following a predetermined search strategy for completeness and scientific validity. The results show that there are a number of factors that have a significant impact on customer satisfaction after the experience with chatbots, such as the ability to collect sensitive user information, possible errors in the interpretation of user intent, the capability to reduce customer wait times and improve customer experience, and the importance of understanding user queries, although these similar factors have more significant impacts than reliability and quality conversation. In addition, there is a growing trend in the industry, where chatbot technologies are becoming increasingly important solutions in providing more efficient services and interactions between companies and customers.