Chatbots as Recruiter and Customer Service

Abstract

This paper provides a comprehensive overview of chatbots in customer service and recruiting, with an emphasis on the function of improving chatbot customer service. Chatbots have grown in popularity for automating hiring processes and customer service. The literature review indicates that chatbots have a significant impact on the recruitment process, such as improved efficiency, increased candidate engagement, and reduced workload for HR personnel. Chatbots have proven effective in improving customer service interactions, with benefits including increased customer satisfaction, reduced wait times, and improved customer engagement. However, the review also highlights several challenges that must be addressed to fully realize the potential of chatbots in these areas. These challenges include issues related to user acceptance and perceptions of chatbot technology, as well as concerns about privacy and data security. Therefore, this study provides recommendations to solve challenges like improving design and chatbot functionality, ensuring transparency and clear communication with users, and enhancing the protocols for data security. Our analysis leads us to conclude that more study is needed to fully explore the potential of chatbots in customer service and recruiting, as well as to gain a deeper knowledge of the variables influencing user adoption and views of chatbot technology.  Such research may involve the development of new chatbot designs and features, as well as the use of experimental research designs to explore user attitudes and behaviors. Ultimately, the integration of chatbot technology into recruitment and customer service processes has the potential to significantly enhance organizational efficiency and customer satisfaction. Therefore, we suggest that further research be conducted to enhance organizational efficiency and customer satisfaction through the integration of chatbot technology in recruitment and customer service processes.