Enhancing the user experience of customer service chatbot interaction for jackpots.ch

Abstract

Of the 514 chats that were rated and conducted exclusively with the chatbot, 141 chats were rated “good” and 373 were rated “bad”, resulting in a chat satisfaction score of 27.4% from January to June 2023. The factors contributing to low chat satisfaction derive from a complex range of perspectives, which need to be addressed to provide improvements and increase customer satisfaction.