Awareness and Perception of Chatbots/Chatbox Amongst Customers

As businesses are all moving to the online platform, interacting with the customers is becoming a challenge. Traditionally, businesses could connect with their customers through the middlemen involved in selling their products or through their sales force. Today, one of the platforms where business people interact with customers are chatbots. Since the use of chatbots is fast becoming a popular feature on the website of mainly customer-oriented businesses, it is important to know the ease and comfort of the people in interacting with the chatbots. In the current paper, we have tried to analyze the awareness and perception of chatbots amongst customers. The data was collected using a survey method. The questionnaire included data related to customer demographics and constructs to understand awareness and perception about chatbots amongst people. The data was collected from people residing in and around Pune city. Data would be analyzed using one-way ANOVA and Pearson correlation regressions tests. The results would have both academic as well as practical implications.