Improving Customer Service Through the Use of Chatbot at Enma Spa Huancayo, Peru

Abstract

This paper shows the implementation of EnmitaBot (chatbot) in the Spa and personal care micro-enterprise, based on the identification of problems through interviews, in order to improve customer service. The platform used was ManyChat, which was developed with a ten-step process from identifying the problem to testing with customers. The key dimensions used to measure chatbot performance were knowledge and personalization. The measurement was carried out from frequent customer surveys, obtaining a Net Promoter Score (NPS) result of 71% and on the Likert scale of 4.03, achieving a high correlation between these two indicators. Measurements by questions and dimensions are presented, and the significant correlation between responses on the Likert scale and NPS is highlighted. The dimensions used to measure were; response time, knowledge and database, personalization, intuition and understanding, natural interaction and language; obtaining the highest NPS in knowledge and database with 72.25% and in personalization with 72.33%. Regarding the lowest NPS obtained, Intuition and comprehension were 63.00% and natural interaction and language with 69.00%.