AI POWERED CHATBOTS VS HUMAN AGENTS, A COMPATIBLE STUDY ON CUSTOMER SATISFACTION
DOI:
https://doi.org/10.34218/IJCET_16_02_002Keywords:
AI-powered Chatbots, Human Agents, Customer Satisfaction, Salesforce CRM, Computer Telephony Integration (CTI), Customer Service Automation, Artificial Intelligence In Customer ExperienceAbstract
The introduction of AI-powered chatbots has transported customer service to the modern era and changed how companies interact with customers. The integration of artificial intelligence (AI) into customer support systems has improved customer interactions with increased efficiency and scalability in applications such as Salesforce CRM. However, do AI chatbots provide satisfaction comparable with human agents? This research provides a comparative analysis of customer satisfaction when dealing with AI chatbots versus human agents, placing emphasis on the enhancing role played by Salesforce CRM and Computer Telephony Integration (CTI) in optimizing customer service. With the help of quantitative survey data, Salesforce performance metrics, and thorough case studies, important customer satisfaction drivers such as response time, resolution accuracy, escalation rates, and customer engagement levels are analyzed within this research. Anthromorphism, emotional intelligence, and trust are all examined, where each may exercise influence in chatbot interactions. The findings indicate that even though AI chatbots are faster and highly efficient, human agents are still needed for complex and emotionally charged interactions. The research further investigates hybrid situations, wherein AI chatbots and human agents work together via CTI-enabled escalation for the best customer experience. The outcomes have strategic implications for finding a balance between automation and human touch in customer service for higher customer satisfaction and prolonged engagement.
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