A Study on The Effectiveness of Chatbots in Reducing Stress in Customer Service Operations

Chatbots are being used more frequently to handle customer interactions and reduce employee workload as a result of the quick adoption of artificial intelligence in customer service. This study looks at how well chatbots work to improve customer satisfaction and lessen stress in customer service operations. Using a structured questionnaire, 70 respondents in Coimbatore City provided primary data for the study. The results show that most respondents use chatbots either regularly or infrequently, indicating a high level of chatbot usage. The majority of users thought chatbots were useful for lowering stress, especially when it came to quicker response times and effective management of recurring questions. The most important factor affecting trust in chatbot services was found to be quick response times. According to the average score analysis, chatbots are seen favourably for lowering wait times, balancing employee workloads, and increasing operational effectiveness. The average stress score indicates that users' stress levels have somewhat decreased. Gender and satisfaction with chatbot usage do not significantly correlate, according to the chi-square test results. The study concludes that by automating repetitive tasks and lowering service pressure, chatbots are essential to reducing stress in customer service. But human assistance is still necessary to solve complicated problems. While preserving cost effectiveness in customer service operations, integrating chatbot systems with human assistance can boost employee well-being, increase customer satisfaction, and improve service quality.