The IUP Journal of Organizational Behavior
The Role of Chatbots in Enhancing Staff Productivity of Network Service Providers in Bengaluru

Article Details
Pub. Date : Oct, 2020
Product Name : The IUP Journal of Organizational Behavior
Product Type : Article
Product Code : IJOB011020
Author Name : Niharika Mishra, Keerthana K R, Yeshwanth Prasad B U
Availability : YES
Subject/Domain : Arts & Humanities
Download Format : PDF Format
No. of Pages : 15



The purpose of the study is to ascertain and analyze the factors that affect staff productivity after the implementation of chatbots. The study is conducted in Bengaluru and the respondents of sample (n = 120) include the various network service providers using Artificial Intelligence (AI)-based chatbots. Data collection has been through questionnaires administered to selected employees of network service providers (Airtel, Vodafone, Idea, BSNL and Jio) in Bengaluru. The major findings of this study state that a majority of the respondents have employed chatbots for more than one year and agree to the fact that chatbots mainly help in handling and resolving the queries, which further enhances staff productivity. A majority of the respondents agree to the fact that chatbots help them complete the respective tasks on time. The use of chatbots has resulted in significant increase in solving queries. Lack of technical ability and privacy concerns are recognized as the major setbacks to implementing chatbots. Employees and customers need to be educated on the uses and benefits of chatbots which, to a large extent, do help in easing the burden of employees by solving repetitive and routine-based queries, thus enabling employees to focus on other core areas of operations in the organization.


Chatbots excel at repetitive tasks, which they complete faster and often more efficiently than humans. They are supremely focused and do not get easily distracted. Assigning high demand but low-level work to a bot can free up time for the higher value work where human knowledge, intuition, and empathy really count. Instead of being deluged by tasks, the chatbots clears your way, allowing you time to make critical interventions. Chatbots can also create efficiencies by streamlining and standardizing processes. The time and effort saved by chatbots can be more productively spent by human agents in solving complex customer problems, closing deals, planning strategies, and providing vision and leadership. This revised division of labor results in cost savings and increased customer satisfaction, better return on investment, increased productivity and enhanced performance. It can also boost employee morale.


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