A Framework for Enhancing Airline Chatbot User Experience

Abstract

Many businesses today including the airline industry have achieved newfound ways of providing service to consumers through chatbots which deliver quick efficient seamless interactions enabling better satisfaction for users and business operation streamlining. The research focuses specifically on examining the feedback of users of their dialogue with airline chatbots as the study aims to develop a Utilization Framework that provides all the necessary components to enhance the services of an airline chatbot system. It has been established in the created framework that the phases of the following components from Opening, Dialog Flow, Referrals, to Exit are necessary for a better experience of the chatbot services. Results from the thematic analysis reveal seven central themes: 1) Ease of Use and Accessibility, 2) Helpfulness and Effectiveness, 3) User Frustration and Difficulty, 4) Need for Improvement and Human Support, 5) Impersonal and Robotic Interaction, 6) Perception of Quality and Value and, 7) Specific Functional Feedback. System improvement relies on the critical feedback mechanism during the Exit phase to facilitate   continuous improvement. The research delivers a crucial understanding of chatbot development, particularly for airlines and other similar industries which depend on   customer satisfaction along with service quality to maintain client retention.