Paper Contents
Abstract
With the growing need for responsive, scalable, and cost-efficient communication systems, businesses are increasingly turning to artificial intelligence (AI) technologiesparticularly chatbotsto streamline customer service and optimize lead generation. This paper examines the dual functionality of chatbots in service and sales contexts, with a focus on user perception and business outcomes in the Indian market. Utilizing a mixed-method approach involving quantitative surveys (n 104) and qualitative interviews, the study explores the benefits, limitations, and strategic implications of chatbot deployment. Findings reveal strong support for chatbot use in basic queries and lead engagement, but highlight challenges in emotional understanding, personalization, and trust. Recommendations include enhancements in natural language processing, CRM integration, and user experience design.
Copyright
Copyright © 2025 Siddharth Poonia. This is an open access article distributed under the Creative Commons Attribution License.
