A Study on the Efficiency of Chatbot Systems in Customer Service: A Study of Telecom Firms in Nasarawa State
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Background of the Study
Chatbot systems, powered by artificial intelligence, have become an integral part of customer service in the telecom industry. They provide round-the-clock assistance, reduce response times, and improve customer satisfaction by handling a wide range of queries efficiently (Okafor & Musa, 2024). In Nasarawa State, telecom firms have adopted chatbot systems to enhance service delivery, but their efficiency and impact on customer satisfaction remain underexplored.
Statement of the Problem
While chatbot systems offer numerous advantages, their efficiency in meeting customer needs and resolving issues effectively is not well understood in the context of Nasarawa State's telecom sector. Challenges such as limited AI capabilities, language barriers, and customer preferences for human interaction may hinder their success. This study aims to evaluate the efficiency of chatbot systems in customer service within telecom firms.
Objectives of the Study
- To assess the efficiency of chatbot systems in addressing customer queries in telecom firms in Nasarawa State.
- To identify the challenges affecting the performance of chatbot systems in customer service.
- To recommend measures for enhancing the efficiency of chatbot systems in telecom customer service.
Research Questions
- How efficient are chatbot systems in addressing customer queries in telecom firms in Nasarawa State?
- What challenges affect the performance of chatbot systems in customer service?
- What measures can improve the efficiency of chatbot systems in telecom customer service?
Research Hypotheses
- Chatbot systems do not significantly improve the efficiency of customer service in telecom firms.
- Challenges do not significantly affect the performance of chatbot systems in telecom customer service.
- Proposed measures do not significantly enhance the efficiency of chatbot systems in telecom customer service.
Scope and Limitations of the Study
This study focuses on the use of chatbot systems in telecom firms in Nasarawa State. Limitations include potential bias in customer feedback and the varying levels of chatbot deployment across firms.
Definitions of Terms
Chatbot Systems: AI-powered programs designed to simulate human conversations and provide automated customer service.
Customer Service: Assistance provided by companies to address customer needs and resolve issues.
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