The Role of Chatbots in Customer Service: Examining Language Use and Its Impact on Customer Satisfaction

Authors

  • Nargis Parveen Department of Computer Sciences, Faculty of Computing and Information Technology, Northern Border University, Saudi Arabia
  • S Noor Afshan Department of Language and Translation, College of Humanities and Social Sciences, Northern Border University, Saudi Arabia
  • Priyanka Srivastava Department of English, Allahabad Degree College, University of Allahabad, India
  • Rula Y Hajjaj Department of Business and Administration, Applied College, Northern Border University, Saudi Arabia
  • Hadia A. Osman Department of Computer Science, The Applied College, Northern Border University, Saudi Arabia
  • Nada A. Adam Department of Computer Science, The Applied College, Northern Border University, Saudi Arabia
  • Nouf Mutlaq S Alotaibi Department of Administrative Sciences, Applied College, Northern Border University, Saudi Arabia
  • Shama Mashhour M Alqahtani Department of Basic Sciences, Applied College, Northern Border University, Saudi Arabia

Keywords:

Communication Styles, Chatbots, Customer Satisfaction, Mind Perception Theory, Cross-Cultural Comparisons.

Abstract

In the digital age, chatbots have become a pivotal tool in customer service, offering businesses the ability to provide 24/7 support and enhance customer interactions. This article explores the impact of chatbot communication styles on customer satisfaction, trust, and engagement, particularly in the context of service failures. Drawing on recent research, we examine how task-oriented and social-oriented communication styles influence consumer perceptions and behaviors. We also investigate the role of expectancy violations and mind perception theory in shaping these interactions. Our findings suggest that social-oriented chatbots, which exhibit empathy and warmth, significantly enhance customer satisfaction and trust, especially in high-expectancy violation scenarios. This study provides valuable insights for businesses aiming to optimize chatbot interactions and improve customer service experiences.

References

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How to Cite

Nargis Parveen, S Noor Afshan, Priyanka Srivastava, Rula Y Hajjaj, Hadia A. Osman, Nada A. Adam, Nouf Mutlaq S Alotaibi, and Shama Mashhour M Alqahtani. 2025. “The Role of Chatbots in Customer Service: Examining Language Use and Its Impact on Customer Satisfaction”. Metallurgical and Materials Engineering 31 (1):403-7. https://metall-mater-eng.com/index.php/home/article/view/1262.

Issue

Vol. 31 No. 1 (2025)

Section

Research

License

Copyright (c) 2025 Nargis Parveen, S Noor Afshan, Priyanka Srivastava, Rula Y Hajjaj, Hadia A. Osman, Nada A. Adam, Nouf Mutlaq S Alotaibi, Shama Mashhour M Alqahtani

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