Effects of Human-in-the-loop chatbot Systems on User Evaluation (#2072)

Authors

Palomino Tamayo, Walter Martin

Polo Balboa, Diana

Sayanqui Damian, Carmen Teresa

Abstract

The study analyzes the influence of chatbot use on customer experience in the context of digital service. These tools have been incorporated as communication channels to streamline responses, reduce waiting times, and provide continuous support, although questions remain regarding their effectiveness and their impact on the customer–firm relationship. The objective is to analyze the effect of different types of chatbot interaction on the customer–firm relationship, considering satisfaction, intention to use, and emotional connection. The research adopts a quantitative experimental design using a structured survey administered to users of this service channel. Exploratory factor analysis was employed to validate the constructs, showing adequate levels of consistency and reliability. The results indicate that chatbots with redirection to a human agent positively influence satisfaction, future usage intention, and emotional connection with the firm.