Chatbot has emerged as a significant resolution to the swiftly growing customer caredemands in recent times. Chatbot has emerged as one of the biggest technological disruption. Simply speaking, it is a software agent facilitating interaction between computers and humans in natural language. So basically, it is a simulated, intellectual dialogue agent functional in a range of consumer engagement circumstances. It is the easiest and simplest means enable interaction between the retailers and the customers.
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• Purpose- Most of the research work done in this field is concerned with their technical aspects.
The recent research on chatbot pay little attention to the impact it is creating on users’ experience. Through this work, author is making an effort to know the customer-oriented impact that the chatbot bear on the shoppers. The purpose of this study is to develop and empirically test a framework that identify the customer oriented attributes of chatbot and impact of these attributes on customers.
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• Objectives- The study intends to bridge the gap between concepts and actual attributes and applications on the subject of Chatbot. The following research objectives can address the various
aspects of Chatbot affecting the different characteristics of consumers shopping behaviors:
a) Identify the various attributes of chatbot that bears an impression on consumer shopping behavior.
b) Evaluate the impact of chatbot on consumer shopping behavior that leads to the development of chatbot usage and adoption among the customer.
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• Design/Methodology/Approach – For the purpose of analysis, author has administered Factor analysis and Multiple regression using SPSS version 23 for identification of various attributes of Chatbot and knowing their impact on shoppers. A self-administered questionnaire from the review of literature is developed. Industry experts in the field of retailing and academician evaluate the questionnaire. Primary information from the respondents is gathered using this questionnaire. The questionnaire comprises of Likert scale on a scale of 1 to 5 where 1 stands for strongly disagree and 5 stands for strongly agree. Data is collected from 126 respondents, out of which 111 respondents were finally considered for study and analysis purpose.
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• Findings – The empirical results show that the study identifies various attributes of chatbot like Trust, Usefulness, Satisfaction, Readiness to Use and Accessibility. It is also found that chatbot is really influencing the customers in providing them with shopping experience, which can be very helpful to the businesses for increasing the sales and creating repurchase intention among the customers.
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• Originality/value – The recent research on chatbot pay little attention to the impact it is creating on customers who are actually interacting with it on regular basis. The research paper extends information for understanding and appreciating the customer oriented attributes of artificially intelligent Chatbot. In this regard, the author has developed a model framework and proposed the attributes identified. Through the work, author is also making an effort to test empirically the impact of the identified attributes on the shoppers.
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