CHATBOTS AND CONVERSATIONAL AI IN CUSTOMER SERVICE
Authors: Omar Jawabreh, Rami Mahmoud, Mohammad H. Saleh, Emad Al Dein Al Fahmawee, Ashraf Jahmani
DOI: 10.37326/ajsev8.10/2051
Page No: 6-20
Abstract
The integration of chatbots and conversational AI into customer service has revolutionized how businesses interact with their clients. This study explores the evolution, implementation, and impact of these technologies, highlighting the shift from rule-based systems to advanced AIdriven models powered by natural language processing (NLP) and large language models (LLMs). It examines various chatbot types—rule-based, retrieval-based, generative, intentbased, and hybrid—while assessing their effectiveness across industries such as retail, banking, and healthcare. Key benefits such as 24/7 availability, cost-efficiency, and enhanced customer experience are discussed alongside challenges like technical limitations, user acceptance, ethical concerns, and the need for continual learning. Through case studies and performance metrics, the paper provides insights into how chatbots support human agents, improve decisionmaking, and shape the future of customer engagement. This comprehensive analysis positions conversational AI as a critical tool in enhancing service delivery and operational efficiency in the digital era.
