Human Vs. AI: Analysing Customer Perceptions of AI-Powered Sales Chatbots in Building Long-Term Relationships

Abstract

This study investigates customer perceptions of AI-powered sales chatbots, focusing on their effectiveness in fostering long-term relationships compared to human agents. It explores customer trust, satisfaction, and loyalty using a mixed-methods approach involving surveys. Regression analyses reveal that while chatbot accuracy, personalization, and emotional intelligence significantly impact customer satisfaction and trust, users still prefer human representatives for complex decisions. The findings support a hybrid AI-human interaction model to balance efficiency and empathy.