Use of chatbots for customer service in MSMEs
Jorge Cordero, Luis Barba-Guamán, Franco Guamán
Abstract
Purpose This research work aims to arise from developing new communication channels for customer service in micro, small and medium enterprises (MSMEs), such as chatbots. In particular, the results of the usability testing of three chatbots implemented in MSMEs are presented. Design/methodology/approach The methodology employed includes participants, chatbot development platform, research methodology, software development methodology and usability test to contextualize the study's results. Findings Based on the results obtained from the System Usability Scale (SUS) and considering the accuracy of the chatbot's responses, it is concluded that the level of satisfaction in using chatbots is high; therefore, if the chatbot is well integrated with the communication systems/channels of the MSMEs, the client receives an excellent, fast and efficient service. Originality/value The paper analyzes chatbots for customer service and presents the usability testing results of three chatbots implemented in MSMEs.