The Effects of Stress and Chatbot Services Usage on Customer Intention for Purchase on E-commerce Sites

Abed Matini; Stanley Lekata; Boniface Kabaso

doi:doi:10.11648/j.ijdst.20241001.11

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The Effects of Stress and Chatbot Services Usage on Customer Intention for Purchase on E-commerce Sites

Abed Matini, Stanley Lekata, Boniface Kabaso^*

Published in International Journal on Data Science and Technology (Volume 10, Issue 1)

Received: 7 September 2023 Accepted: 9 January 2024 Published: 20 February 2024

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Abstract

In the rapidly evolving digital marketplace, customer service has become a critical factor influencing consumer behaviour. With the advent of Artificial Intelligence (AI), particularly chatbots, customer service companies are increasingly leveraging technology to enhance user experience. This study explores the relationship between customer emotions, detected during interactions with e-commerce chatbots, and their subsequent purchase intentions. Emotion detection within Human-Computer Interaction (HCI) is a vital area of research, as specific emotions, such as joy or frustration, can significantly impact marketing effectiveness and consumer decision-making. This research aims to understand how emotional responses to chatbot interactions can predict customer's intention to purchase, thereby offering insights for businesses to optimize their AI-driven customer service strategies. The study analyzes four diverse datasets – EmotionLines, CARER, GoEmotion, and EmotionPush – to identify emotion-labelled sentences indicative of purchase intention. Our findings reveal that Neutral and Joyful emotions are predominant in influencing customers' purchase intentions, highlighting the importance of understanding these emotional states in e-commerce settings. While Neutral emotion is most influential, Joy consistently plays a significant role in positive customer engagement. This research underscores the need for e-commerce businesses to focus on emotional intelligence in chatbots, enhancing customer experience and potentially driving sales. Future research directions include examining real chatbot-customer interactions to further understand the impact of AI-driven customer service on consumer emotions and behaviours.

Published in	International Journal on Data Science and Technology (Volume 10, Issue 1)
DOI	10.11648/j.ijdst.20241001.11
Page(s)	1-10
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2024. Published by Science Publishing Group

Keywords

Artificial Intelligence, Chatbots, Customer Engagement, Customer Service, E-commerce, Purchase Intentions, User Emotions

References

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APA Style

Matini, A., Lekata, S., Kabaso, B. (2024). The Effects of Stress and Chatbot Services Usage on Customer Intention for Purchase on E-commerce Sites. International Journal on Data Science and Technology, 10(1), 1-10. https://doi.org/10.11648/j.ijdst.20241001.11

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ACS Style

Matini, A.; Lekata, S.; Kabaso, B. The Effects of Stress and Chatbot Services Usage on Customer Intention for Purchase on E-commerce Sites. Int. J. Data Sci. Technol. 2024, 10(1), 1-10. doi: 10.11648/j.ijdst.20241001.11

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AMA Style

Matini A, Lekata S, Kabaso B. The Effects of Stress and Chatbot Services Usage on Customer Intention for Purchase on E-commerce Sites. Int J Data Sci Technol. 2024;10(1):1-10. doi: 10.11648/j.ijdst.20241001.11

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@article{10.11648/j.ijdst.20241001.11,
  author = {Abed Matini and Stanley Lekata and Boniface Kabaso},
  title = {The Effects of Stress and Chatbot Services Usage on Customer Intention for Purchase on E-commerce Sites},
  journal = {International Journal on Data Science and Technology},
  volume = {10},
  number = {1},
  pages = {1-10},
  doi = {10.11648/j.ijdst.20241001.11},
  url = {https://doi.org/10.11648/j.ijdst.20241001.11},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijdst.20241001.11},
  abstract = {In the rapidly evolving digital marketplace, customer service has become a critical factor influencing consumer behaviour. With the advent of Artificial Intelligence (AI), particularly chatbots, customer service companies are increasingly leveraging technology to enhance user experience. This study explores the relationship between customer emotions, detected during interactions with e-commerce chatbots, and their subsequent purchase intentions. Emotion detection within Human-Computer Interaction (HCI) is a vital area of research, as specific emotions, such as joy or frustration, can significantly impact marketing effectiveness and consumer decision-making. This research aims to understand how emotional responses to chatbot interactions can predict customer's intention to purchase, thereby offering insights for businesses to optimize their AI-driven customer service strategies. The study analyzes four diverse datasets – EmotionLines, CARER, GoEmotion, and EmotionPush – to identify emotion-labelled sentences indicative of purchase intention. Our findings reveal that Neutral and Joyful emotions are predominant in influencing customers' purchase intentions, highlighting the importance of understanding these emotional states in e-commerce settings. While Neutral emotion is most influential, Joy consistently plays a significant role in positive customer engagement. This research underscores the need for e-commerce businesses to focus on emotional intelligence in chatbots, enhancing customer experience and potentially driving sales. Future research directions include examining real chatbot-customer interactions to further understand the impact of AI-driven customer service on consumer emotions and behaviours.
},
 year = {2024}
}

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TY  - JOUR
T1  - The Effects of Stress and Chatbot Services Usage on Customer Intention for Purchase on E-commerce Sites
AU  - Abed Matini
AU  - Stanley Lekata
AU  - Boniface Kabaso
Y1  - 2024/02/20
PY  - 2024
N1  - https://doi.org/10.11648/j.ijdst.20241001.11
DO  - 10.11648/j.ijdst.20241001.11
T2  - International Journal on Data Science and Technology
JF  - International Journal on Data Science and Technology
JO  - International Journal on Data Science and Technology
SP  - 1
EP  - 10
PB  - Science Publishing Group
SN  - 2472-2235
UR  - https://doi.org/10.11648/j.ijdst.20241001.11
AB  - In the rapidly evolving digital marketplace, customer service has become a critical factor influencing consumer behaviour. With the advent of Artificial Intelligence (AI), particularly chatbots, customer service companies are increasingly leveraging technology to enhance user experience. This study explores the relationship between customer emotions, detected during interactions with e-commerce chatbots, and their subsequent purchase intentions. Emotion detection within Human-Computer Interaction (HCI) is a vital area of research, as specific emotions, such as joy or frustration, can significantly impact marketing effectiveness and consumer decision-making. This research aims to understand how emotional responses to chatbot interactions can predict customer's intention to purchase, thereby offering insights for businesses to optimize their AI-driven customer service strategies. The study analyzes four diverse datasets – EmotionLines, CARER, GoEmotion, and EmotionPush – to identify emotion-labelled sentences indicative of purchase intention. Our findings reveal that Neutral and Joyful emotions are predominant in influencing customers' purchase intentions, highlighting the importance of understanding these emotional states in e-commerce settings. While Neutral emotion is most influential, Joy consistently plays a significant role in positive customer engagement. This research underscores the need for e-commerce businesses to focus on emotional intelligence in chatbots, enhancing customer experience and potentially driving sales. Future research directions include examining real chatbot-customer interactions to further understand the impact of AI-driven customer service on consumer emotions and behaviours.

VL  - 10
IS  - 1
ER  -

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Author Information

Abed Matini

Faculty of Information Technology, Cape Peninsula University of Technology, Cape Town, South Africa
Stanley Lekata

Faculty of Information Technology, Cape Peninsula University of Technology, Cape Town, South Africa
Boniface Kabaso

Faculty of Information Technology, Cape Peninsula University of Technology, Cape Town, South Africab

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APA Style

Matini, A., Lekata, S., Kabaso, B. (2024). The Effects of Stress and Chatbot Services Usage on Customer Intention for Purchase on E-commerce Sites. International Journal on Data Science and Technology, 10(1), 1-10. https://doi.org/10.11648/j.ijdst.20241001.11

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ACS Style

Matini, A.; Lekata, S.; Kabaso, B. The Effects of Stress and Chatbot Services Usage on Customer Intention for Purchase on E-commerce Sites. Int. J. Data Sci. Technol. 2024, 10(1), 1-10. doi: 10.11648/j.ijdst.20241001.11

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AMA Style

Matini A, Lekata S, Kabaso B. The Effects of Stress and Chatbot Services Usage on Customer Intention for Purchase on E-commerce Sites. Int J Data Sci Technol. 2024;10(1):1-10. doi: 10.11648/j.ijdst.20241001.11

Copy | Download

@article{10.11648/j.ijdst.20241001.11,
  author = {Abed Matini and Stanley Lekata and Boniface Kabaso},
  title = {The Effects of Stress and Chatbot Services Usage on Customer Intention for Purchase on E-commerce Sites},
  journal = {International Journal on Data Science and Technology},
  volume = {10},
  number = {1},
  pages = {1-10},
  doi = {10.11648/j.ijdst.20241001.11},
  url = {https://doi.org/10.11648/j.ijdst.20241001.11},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijdst.20241001.11},
  abstract = {In the rapidly evolving digital marketplace, customer service has become a critical factor influencing consumer behaviour. With the advent of Artificial Intelligence (AI), particularly chatbots, customer service companies are increasingly leveraging technology to enhance user experience. This study explores the relationship between customer emotions, detected during interactions with e-commerce chatbots, and their subsequent purchase intentions. Emotion detection within Human-Computer Interaction (HCI) is a vital area of research, as specific emotions, such as joy or frustration, can significantly impact marketing effectiveness and consumer decision-making. This research aims to understand how emotional responses to chatbot interactions can predict customer's intention to purchase, thereby offering insights for businesses to optimize their AI-driven customer service strategies. The study analyzes four diverse datasets – EmotionLines, CARER, GoEmotion, and EmotionPush – to identify emotion-labelled sentences indicative of purchase intention. Our findings reveal that Neutral and Joyful emotions are predominant in influencing customers' purchase intentions, highlighting the importance of understanding these emotional states in e-commerce settings. While Neutral emotion is most influential, Joy consistently plays a significant role in positive customer engagement. This research underscores the need for e-commerce businesses to focus on emotional intelligence in chatbots, enhancing customer experience and potentially driving sales. Future research directions include examining real chatbot-customer interactions to further understand the impact of AI-driven customer service on consumer emotions and behaviours.
},
 year = {2024}
}

Copy | Download

TY  - JOUR
T1  - The Effects of Stress and Chatbot Services Usage on Customer Intention for Purchase on E-commerce Sites
AU  - Abed Matini
AU  - Stanley Lekata
AU  - Boniface Kabaso
Y1  - 2024/02/20
PY  - 2024
N1  - https://doi.org/10.11648/j.ijdst.20241001.11
DO  - 10.11648/j.ijdst.20241001.11
T2  - International Journal on Data Science and Technology
JF  - International Journal on Data Science and Technology
JO  - International Journal on Data Science and Technology
SP  - 1
EP  - 10
PB  - Science Publishing Group
SN  - 2472-2235
UR  - https://doi.org/10.11648/j.ijdst.20241001.11
AB  - In the rapidly evolving digital marketplace, customer service has become a critical factor influencing consumer behaviour. With the advent of Artificial Intelligence (AI), particularly chatbots, customer service companies are increasingly leveraging technology to enhance user experience. This study explores the relationship between customer emotions, detected during interactions with e-commerce chatbots, and their subsequent purchase intentions. Emotion detection within Human-Computer Interaction (HCI) is a vital area of research, as specific emotions, such as joy or frustration, can significantly impact marketing effectiveness and consumer decision-making. This research aims to understand how emotional responses to chatbot interactions can predict customer's intention to purchase, thereby offering insights for businesses to optimize their AI-driven customer service strategies. The study analyzes four diverse datasets – EmotionLines, CARER, GoEmotion, and EmotionPush – to identify emotion-labelled sentences indicative of purchase intention. Our findings reveal that Neutral and Joyful emotions are predominant in influencing customers' purchase intentions, highlighting the importance of understanding these emotional states in e-commerce settings. While Neutral emotion is most influential, Joy consistently plays a significant role in positive customer engagement. This research underscores the need for e-commerce businesses to focus on emotional intelligence in chatbots, enhancing customer experience and potentially driving sales. Future research directions include examining real chatbot-customer interactions to further understand the impact of AI-driven customer service on consumer emotions and behaviours.

VL  - 10
IS  - 1
ER  -

Copy | Download