A Study on Consumer Perception and Satisfaction Towards Chatbots’ at Chennai City

Abstract

This study investigates consumer perception and satisfaction towards chatbot in Chennai city, an emerging hub of technology and innovation in India. Chatbot, powered by artificial intelligence, have increasingly become integral to various industries, offering personalized interactions and efficient customer service.

However, understanding how consumers in Chennai perceive and engage with chatbot technology is vital for businesses and organizations seeking to implement or enhance their chatbot services effectively. According to Mater.of.code statistical report says that 1.4 billion people actively use messaging apps. In fact, chatbots experienced a remarkable 92% increase in usage since 2019. In 2022, 88% of users engaged in at least one conversation with a chatbot.

The chatbot market is set to expand at a remarkable 23.3% annually, reaching $15.5 billion by 2028. The highlight of the study is such as language proficiency, cultural sensitivity, and the perceived value of chatbot interactions in shaping consumer attitudes.

Moreover, the study elucidates the relationship between perception and satisfaction, providing valuable implications for businesses and organizations seeking to optimize their chatbot services for the Chennai market. By offering actionable recommendations for improving chatbot usability, enhancing user experience, and fostering greater consumer satisfaction, this research contributes to both academic literature and practical insights for businesses operating in Chennai and beyond. It underscores the significance of understanding local consumer preferences and cultural contexts in the successful deployment of chatbot technology in diverse urban settings like Chennai.