What impacts customer experience for B2B enterprises on using AI-enabled chatbots? Insights from Big data analytics

Many B2B firms have widely accepted AI-based chatbots to provide human-like service interaction at different customer touchpoints in recent years. One of the objectives behind introducing this technology is to provide an enhanced, live channel Customer Experience (CX) all round the clock. Researchers have focused on delivering the CX by improvising the chatbot's internal algorithm, giving limited attention to CX theories from management...