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APPENDIX
Appendix A
Interview Questions for Customers: -
1.
How did you feel about interacting with a chatbot for the first time?
2.
What specific tasks or inquiries did you use the chatbot for?
3.
In your opinion, how effective was the chatbot in addressing your needs or inquiries?
4.
How would you rank the chatbot's speed of response?
5.
Did you find the chatbot's responses helpful and relevant to your questions?
6.
How intuitive and user-friendly did you find the chatbot's interface?
7.
Were there any aspects of the chatbot's design or functionality that you found confusing or frustrating?
8.
Did you feel that the chatbot provided personalized recommendations or assistance based on your needs?
9.
How does your experience with the chatbot compare to other customer service channels, such as
live chat or phone support?
10.
On a scale of 1 to 10, how satisfied are you with your experience using the chatbot on our website?
11.
Would you recommend the chatbot to others based on your experience?
12.
What improvements or innovations would you like to see in chatbot technology?
Questionnaire for Customers: -
1.
Can you describe your overall experience interacting with our chatbot?
2.
What were your initial impressions of the chatbot when you first started using it?
3.
What features or functionalities of the chatbot did you find most helpful?
4.
Were there any aspects of the chatbot's interface or design that you found confusing or difficult to use?
5.
In what ways did the chatbot meet your expectations in assisting you with skincare-related inquiries?
6.
Did the chatbot provide relevant and accurate information to address your skincare concerns?
7.
Are there any specific improvements or enhancements you would like to see in the chatbot?
8.
How do you think the chatbot could better serve your skincare needs or provide a more personalized experience?
9.
Do you think the chatbot effectively complements other channels or services offered by our skincare brand?
10.
How seamless was the integration of the chatbot into your skincare routine or decision-making process?
11.
What do you envision as the ideal role of a chatbot in assisting with skincare-related inquiries in the future?
12.
How do you see chatbots evolving to better meet the needs of skincare consumers?
Appendix B
Interview Questions for MDacne Staff: -
1.
How has the implementation of chatbots affected your role in customer service?
2.
In what ways has the chatbot system helped in handling customer requests and product-related inquiries?
3.
Have you noticed any challenges or limitations in the implementation of the chatbot system?
4.
How do you think the chatbot has contributed to improving overall customer service efficiency?
5.
Are there specific offline responses or backup plans in place if the chatbot system experiences downtime?
6.
How has the chatbot system impacted call centers and the volume of customer inquiries?
7.
What feedback or suggestions have you received from customers regarding the chatbot system?
Appendix C
Key Findings Summary
After analyzing the responses from customers, several key findings emerged regarding the impact of chatbot perceived qualities on customer service in the skincare industry. The following summary highlights the key insights:
1.
Positive Initial Impressions: The majority of the customers reported positive initial impressions when interacting with the chatbot for the first time.
Users appreciated the opportunity to engage with a new and innovative customer service channel.
2.
Effective Task Handling: Customers utilized the chatbot for a variety of skincare-related tasks and inquiries.
The chatbot was generally effective in addressing customer needs and providing relevant
information.
3.
Speed and Responsiveness: A significant number of respondents acknowledged the chatbot's quick response time, indicating satisfaction with the speed of interactions.
4.
Helpful and Relevant Responses: Overall, customers found the chatbot's responses to be
helpful and pertinent to their skincare questions.
5.
Intuitive Interface: Most of the users considered the chatbot's interface to be intuitive and user-friendly, enhancing the overall customer experience.
6.
Limited Confusion or Frustration: Few customers reported confusion or frustration with the chatbot's design or functionality, suggesting a generally positive user experience.
7.
Personalization and Recommendations: A notable portion of customers felt that the chatbot provided personalized recommendations, enhancing their overall satisfaction.
8.
Comparison to Other Channels: In comparison to traditional customer service channels, such as live chat or phone support, the chatbot received favorable reviews for its efficiency and accessibility.
9.
High Overall Satisfaction: The majority of the customers expressed high levels of satisfaction, with a significant number rating their experience using the chatbot above 8 on a scale of 1 to 10.
10.
Likelihood of Recommendation: A considerable proportion of customers expressed a willingness to recommend the chatbot to others based on their positive experiences.
Suggestions for Improvement:
While overall satisfaction was high, some customers provided constructive feedback on potential improvements or innovations they would like to see in chatbot technology.
Future Vision for Chatbots in Skincare:
Customers generally envisioned chatbots playing an integral role in their skincare routines and decision-making processes in the future.
These key findings provide valuable insights into the effectiveness of chatbots in the skincare industry, shedding light on areas of success and potential areas for improvement. The data visualizations have further illustrated the trends and patterns identified during the analysis.
Appendix D
Data Visualizations
1.
Initial Impressions: As we have observed in the graph that initially there was a positive response from the customers end. Then it was negative and at last we end up with neutral opinion.
2.
Comparison with Other Channels:
We can observe that in the graph it clearly shows that customers are preferring more chatbot over other channels. Further, chatbot provides faster resolution as compared to other channels.
3.
Integration with Website:
It has also been observed that percentage of customer is more who are satisfied with integration i.e. 80%. On the other hand, percentage of customer is less who are unsatisfied with integration i.e 20%.
4.
Overall Satisfaction:
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At last, after observing the data we concluded that overall satisfied customers are more as compared to unsatisfied customers. Average satisfaction rating is 8.5 out of 10. Further, the satisfaction rating was increased upto 95% after there was an update. Title: Exploring the Impact of Chatbots on Customer Service in the Skincare Industry: A Case Study of MDacne's Implementation of Machine Learning
This research delves into the profound influence of chatbots on customer service within the skincare sector, concentrating specifically on MDacne's pioneering use of machine learning. The goal is to unveil the intricate effects of chatbots on customer interactions, contentment, and the overall efficiency of services. Utilizing qualitative techniques, which include interviews with both customers and MDacne personnel, along with in-depth questionnaires, the study aims to understand how chatbots elevate individualized skincare experiences, address distinct customer issues, and contribute to the company's overarching goals. The outcomes, illustrated through comprehensive data visualizations, aim to offer valuable insights not only for skincare enterprises but also for the wider landscape of customer service in the digital age.