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Impact of ChatBots on Customer Satisfaction in Food Delivery Apps


Dr. Amisha Gupta , Jagan Institute of Management Studies, Rohini; Himanshu Gupta , Jagan Institute of Management Studies, Rohini; Vaibhav Rathore, Jagan Institute of Management Studies, Rohini; Suyash Awasthi, Jagan Institute of Management Studies, Rohini; Harshdeep Singh, Jagan Institute of Management Studies, Rohini


Artificial Intelligence, Chatbots, Food delivery apps, Customer support, Customer Satisfaction


Artificial intelligence (AI) is a branch of computer science concerned with building smart machines capable of performing tasks that typically require human intelligence. Since there are advancements in machine learning and deep learning which is creating a shift in every industries sectors and handling various type of operations even better than humans. Majority of the repetitive tasks are now replaced with AI which was previously done by humans. Every organization is looking to replace the minimum qualified manpower with AI robots which can do similar work with more efficiency and if we talk about the chatbots, A chatbot is a computer program that simulates human conversation through voice commands or text chats or both. Since the time chatbots have entered the digital world, every marketer is curious to use them as a major tool to daily interact with their customers. Chatbots attend to customers at all times of the day and week and are not limited by time or a physical location. This makes its implementation appealing to a lot of businesses that may not have the manpower or financial resources to keep employees working around the clock. Now a days, in food delivery app business like Zomato, swiggy, chatbots are used to solve customers’ queries or problems, but chatbots are really effective in that business model? The target customer of this business model are the people who don’t have time to go outside to take a food, they want convenience at their home or not ready to take a pain, so their queries should also be solved in the most convenience way.A chatbot is used to serve the user request. It is crucial for the chatbot to plan how to perform the task requested by a user. Chatbot responds to each user request by learning from the conversation so as to what the request is. There is no doubt that machines are much better when it comes to working efficiently but they cannot replace the human connection that customer executive makes with their customers as the customers find the real interaction more reliable and engaging. Machines cannot develop a bond with humans which is an essential attribute when comes to customer service. It’s now so much easier for customers to complain about bad service, meaning it’s much harder for brands to satisfy customers’ wants and needs. To interpret the efficiency of chatbots on customer satisfaction and to determine if customers still prefer human interaction, this study is conducted. In order to conduct the research’ primary data is collected. Sample size is 191 respondents. The samples are collected from the population already interacted with the chatbot technology in different food delivery apps. Further, Statistical tools like correlation, regression, percentages using SPSS are used to analysis the data.

Other Details

Paper ID: IJSRDV8I70049
Published in: Volume : 8, Issue : 7
Publication Date: 01/10/2020
Page(s): 65-69

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