Chatbot for SMEs: Integrating customer and business owner perspectives

Moch Akbar Selamat and Nila Armelia Windasari

Technology in Society, 2021, vol. 66, issue C

Abstract: Chatbots have been widely adopted to create more positive customer experiences as customers now spend more time in digital environments. Despite the technological advancement and benefits of chatbots for customer service, research on chatbot applications for Small and medium-sized enterprises (SMEs) is limited. The absence of research explaining the struggles faced by SMEs contributes to the gap of SMEs' chatbot adoption. This research determines the features and elements that fit with SMEs’ characteristics and their customers with chatbots.

Keywords: Anthropomorphism; Chatbot adoption; SME; Shopping intention (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (15)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:teinso:v:66:y:2021:i:c:s0160791x21001603

DOI: 10.1016/j.techsoc.2021.101685

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