The purpose of this study is to examine the impact of chatbots in customer service on customer satisfaction and profitability, based on theories of profitability, customer satisfaction, human interaction, and technology. As digital development progresses, companies and organizations have increasingly implemented chatbots to enhance customer satisfaction and profitability. For customers to be satisfied, chatbots must meet their expectations, placing pressure on the functionality and performance of these systems. If the chatbot fails to meet customer expectations, it can lead to dissatisfaction and reduced profitability. By integrating various theoretical frameworks, a model has been created to understand how chatbots influence these areas.

The study adopts an abductive approach and utilized semi-structured interviews as a qualitative method. Respondents included individuals from companies and organizations with insight into the impact of chatbots on customer satisfaction and profitability. The results indicate that chatbots can reduce waiting times and provide immediate responses, enhancing customer satisfaction through 24/7 availability. Additionally, chatbots free up time for employees to handle more complex issues and can manage larger volumes of customer inquiries at a lower cost. This leads to cost savings, time savings, and increased efficiency. Customers expect quick and accurate responses from chatbots, which places high demands on their performance. However, challenges exist in measuring economic profitability and addressing linguistic and security-related barriers. To maximize the benefits of chatbots, strategic implementation and continuous improvement of their functionality are required. The study concludes that chatbot functionality and customer expectations are interdependent. Chatbots must deliver fast and accurate responses to increase customer satisfaction. Increased use of chatbots leads to greater profitability through efficiency, lower costs, and higher customer satisfaction.