Understanding customer service chatbot user experience: An experimental study of chatbot interaction design

ABSTRA CT: The proliferation of chatbots as customer service tools prompts a critical examination of their interaction designs to optimize user experience. This paper explores the influence of various design elements-such as conversational tone, response timing, and personalization-on user satisfaction and engagement. Employing a controlled experimental approach, the study systematically manipulates these variables to measure their impact on user responses across several industry-specific scenarios. Our findings reveal significant insights into the preferences and behaviors of users when interacting with chatbots, highlighting the importance of tailored conversational features to enhance user experience. The results also suggest that while certain aspects like personalized responses greatly improve user satisfaction, the effects of response timing can vary based on the context of the interaction. This research contributes to the field of human-computer interaction by providing empirical evidence on effective chatbot design practices, offering valuable guidelines for integrating chatbots into customer service systems to achieve better user engagement and operational efficiency.