The AI-powered Chatbots in Omnichannel integration services (OIS) model: enhancing recovery satisfaction and sustainability

Abstract

Artificial customer loyalty can be made or broken through service recovery in the era of easy digital experiences. Although AI (Artificial Intelligence) chatbots provide fast and 24/7 services, little is known about their emotional performance in cases of service breakdown. This research expands the Omnichannel Integration Services (OIS) model by incorporating chatbot communication style and trust. The study extends the OIS concept by including AI-driven chatbots as service recovery tools to improve customer satisfaction and experience. It investigates the impact of chatbot communication patterns, utilizing cognition- and affect-based trust as key factors. The study evaluates the combined impact of online and offline experiences on recovery satisfaction and net benefits, including perceived value and customer retention, providing a trust-oriented enhancement of the OIS model.