Design Analysis in Improving Customer Relations Using Conversational Artificial Intelligence

A chatbot is equally vital if its purpose and objective are known. Chatbots are commonly used in marketing, sales, and customer service. Artificial Intelligence has been with us since the first half of the twentieth century. Due to hardware limitations at that time, computers could not execute and store commands. Because of the fast pace of technology, both storing and executing flourished, and so came the birth of artificial intelligence. This study aims to explore how artificial intelligence affects customer relations by discussing different kinds of chatbots. It briefly outlines how integrating chatbots or conversational AI significantly affects how customers behave in the retail business. Incorporating human characteristics into conversational agents drives the design of generative AI chatbots. Studies indicate that more work has to be done to improve chatbot performance. Improvements include reducing the chatbot's usage of cliches and enabling users to approach conversations sincerely. Studies indicate that more work has to be done to improve chatbot performance. Circling back to the anthropomorphism theory, trust in chatbots and chatbot overload further significantly impact service evaluation and customer purchase.