The Impact of Chatbots on Customer Service Jobs: A Study on the Replacement of Human Customer Support Agents

Meenakshi Rathi and Ayush Nema
Additional contact information
Meenakshi Rathi: Department of Commerce, Institute for Excellence in Higher Education Bhopal
Ayush Nema: Department of Commerce, Institute for Excellence in Higher Education Bhopal

International Journal of Research and Innovation in Social Science, 2025, vol. 9, issue 7, 764-774

Abstract: The rapid advancement of artificial intelligence (AI) has significantly transformed various industries, including customer service. This study explores the impact of chatbot usage on customer support jobs, specifically examining whether people believe chatbots will replace human agents. Using a sample of 242 respondents, the research applies correlation and regression analysis to assess the relationship between chatbot usage and perceptions of job displacement. The results reveal a weak positive correlation (R Square = 0.0181) between chatbot usage and the belief that chatbots may replace human customer service agents. This suggests that as chatbot interactions become more common, people are not likely to perceive AI-driven automation as a potential replacement for human jobs. However, while the correlation is weak, it does not confirm causation, meaning other factors—such as industry trends, job experiences, and evolving AI capabilities—may also influence these beliefs.

Date: 2025
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.rsisinternational.org/journals/ijriss/ ... -issue-7/764-774.pdf (application/pdf)
https://rsisinternational.org/journals/ijriss/arti ... omer-support-agents/ (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:bcp:journl:v:9:y:2025:issue-7:p:764-774

Access Statistics for this article

International Journal of Research and Innovation in Social Science is currently edited by Dr. Nidhi Malhan

More articles in International Journal of Research and Innovation in Social Science from International Journal of Research and Innovation in Social Science (IJRISS)
Bibliographic data for series maintained by Dr. Pawan Verma ().