Authors: Ms. Vineetha V, Ms. Vaishnavi V
Abstract: The emergence of Artificial Intelligence (AI) has revolutionized Customer Relationship Management (CRM), with AI-powered chatbots becoming indispensable tools for delivering efficient and responsive customer service. This study explores the awareness, utilization, and satisfaction levels of customers regarding AI chatbots in CRM, with special reference to Coimbatore District. The primary objectives are to measure customer awareness of AI chatbot technology, analyze utilization patterns across various service sectors including banking, retail, e-commerce, and telecommunications, and evaluate satisfaction levels based on chatbot performance and service quality. A descriptive research design was adopted. Primary data was collected through a structured questionnaire administered to selected respondents in Coimbatore District using convenient sampling. Statistical tools including percentage analysis, Chi-square test, weighted average method, and Likert scale were employed for data interpretation. The findings indicate moderate-to-high awareness among urban consumers, while utilization varies across age, income, and educational demographics. Key satisfaction drivers include response accuracy, 24/7 availability, ease of use, and query resolution efficiency.
DOI: http://doi.org/10.5281/zenodo.20355163
