Success factors for chat bots from the perspective of an Indian customer

This analysis paper explores the Indian consumer’s approach concerning the performance of chatbots used in the Customer Service Sector. A thorough literature review was performed to determine the factors used to describe chatbots’ performance. Three main factors Efficiency, Effectiveness, and Satisfaction were chosen to represent the performance of a chatbot. A questionnaire was designed to gauge the attitudes of Indian customers towards these factors of chatbot performance. Data is collected through a survey, and 87 people of Indian Nationality responded to the survey. Practical implications of this study include a set of factors that can enhance the performance of chatbots built for the Indian population. The study concludes that Efficiency and Effectiveness were determined to be strong indicators of chatbot performance for Indian customers, whereas satisfaction (as described by its attributes was not deemed important for Indians due to lack of support.