Usability, Humanization, and Perceived Service are Predictors of Customer Satisfaction in Chatbot Interactions

International Journal of Technology 2026 Open access

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Authors: Yezid Alfonso Cancino Gómez, Lugo Manuel Barbosa Guerrero, Jairo Jamith Palacios Rozo
DOI: 10.14716/ijtech.v17i1.8087
Cited by: 0

Abstract

Companies’ online presence has driven the use of chatbots in digital channels as a solution to expand customer service. These systems make it possible to offer satisfying experiences and handle requests on a large scale. Even when adopting this

Fields of Study & Subjects

AI in Service Interactions Customer Service Quality and Loyalty Technology Adoption and User Behaviour

Publication details

Journal / source
International Journal of Technology
Volume
17
Issue
1
Pages
120–120
Publication date
28 January 2026