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Factors of Chatbot Affecting Customer Engagement in The Health Care Business in Hong Kong
Factors of Chatbot Affecting Customer Engagement in The Health Care Business in Hong Kong
บทคัดย่อ
Due to the social distancing policy to reduce the spreading of COVID-19 and adopt the change in customer behaviours, different industries had to utilize virtual assistants and AI-powered conversational chatbots, for example, Fast-Moving Consumer Goods (FMCG), Insurance, and Healthcare. Regarding advanced technology, the standard of Chatbot and customer expectations are rapidly rising. This study focuses on the factors of chatbots that affect customer engagement which emphasizes the healthcare business in Hong Kong by using qualitative analysis and quantitative analysis to find out the factors of chatbots that will affect the customer engagement in healthcare business in Hong Kong. In this study, it is discovered that bot accuracy, response time, useful time, privacy, customization and integration can be the factors that affect customer engagement.
Abstract
Due to the social distancing policy to reduce the spreading of COVID-19 and adopt the change in customer behaviours, different industries had to utilize virtual assistants and AI-powered conversational chatbots, for example, Fast-Moving Consumer Goods (FMCG), Insurance, and Healthcare. Regarding advanced technology, the standard of Chatbot and customer expectations are rapidly rising. This study focuses on the factors of chatbots that affect customer engagement which emphasizes the healthcare business in Hong Kong by using qualitative analysis and quantitative analysis to find out the factors of chatbots that will affect the customer engagement in healthcare business in Hong Kong. In this study, it is discovered that bot accuracy, response time, useful time, privacy, customization and integration can be the factors that affect customer engagement.
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