Why AI Chatbots Only Work When Connected to Backend Systems: What Customer-Facing Apps Teach Us
Abstract
Chatbots powered by artificial intelligence have become ubiquitous customer care interfaces in consumerfacing sectors, but satisfaction with such deployments continues to be chronically low, even withimprovements in natural language processing ability. The inherent limitation in making chatbots work isnot sophistication in conversations but poor integration with back-end operating systems that hold customer information, transaction
Fields of Study & Subjects
AI in Service Interactions
Speech and dialogue systems
Robotic Process Automation Applications
Publication details
- Journal / source
- Journal of Computational Analysis and Applications
- Volume
- 35
- Issue
- 2
- Publication date
- 1 February 2026
- Language
- EN