Cross-industry insights into AI chatbot experience: what drives communication satisfaction across industries
Document Type
Article
Publication Date
10-2025
Publisher
Taylor & Francis (Routledge)
Source Publication
Communication Research Reports
Source ISSN
0882-4096
Original Item ID
DOI: 10.1080/08824096.2025.2567253
Abstract
AI chatbots are profoundly transforming the way customers interact with businesses. This study surveyed U.S. users of AI chatbots (N = 789) to explore how different gratifications relate to users’ satisfaction with chatbots across retail (e.g. Amazon), financial services (e.g. PayPal), and information sectors (e.g. AT&T). Convenience emerged as the strongest predictor of satisfaction, followed by dynamic control, informational, and social presence. Further analysis revealed that these effects varied by industry, with convenience and dynamic control being significant across all, while informational gratification only influenced satisfaction in financial services. Implications for product development and communication strategies were further discussed.
Recommended Citation
Shao, Chun; Kim, Young; and Zhao, Fangqi, "Cross-industry insights into AI chatbot experience: what drives communication satisfaction across industries" (2025). College of Communication Faculty Research and Publications. 712.
https://epublications.marquette.edu/comm_fac/712
Comments
Communication Research Reports, Vol. 42, no. 5 (October 2025): 263-275. DOI.