The Role of Chatbots in Customer Service: Examining Language Use and Its Impact on Customer Satisfaction

In the digital age, chatbots have become a pivotal tool in customer service, offering businesses the ability to provide 24/7 support and enhance customer interactions. This article explores the impact of chatbot communication styles on customer satisfaction, trust, and engagement, particularly in the context of service failures. Drawing on recent research, we examine how task-oriented and social-oriented communication styles influence consumer perceptions and behaviors. We also investigate the role of expectancy violations and mind perception theory in shaping these interactions. Our findings suggest that social-oriented chatbots, which exhibit empathy and warmth, significantly enhance customer satisfaction and trust, especially in high-expectancy violation scenarios. This study provides valuable insights for businesses aiming to optimize chatbot interactions and improve customer service experiences.