2023 Computer Applications & Technological Solutions (CATS) DOI: 10.1109/CATS58046.2023.10424303 A Comparative Analysis of Customer Service Chatbots: Efﬁciency, Usability and Application Kefaiat Lamia Ehsani, Ehsanur Rahman Rhythm, Md Humaion Kabir Mehedi and Annajiat Alim Rasel Department of Computer Science and Engineering (CSE) School of Data and Sciences (SDS) Brac University 66 Mohakhali, Dhaka - 1212, Bangladesh {kefaiat.lamia.ehsani, ehsanur.rahman.rhythm, humaion.kabir.mehedi}@g.bracu.ac.bd, annajiat@gmail.com Abstract—A computer programme that imitates and processes human interaction, either through the use of voice or text communication, is known as a chatbot. Its purpose is to be of assistance in the process of ﬁnding a solution to a problem. The transformation brought on by advances in technology has had an effect on every industry. The chatbot provides assistance with a wide variety of tasks, including Reservations, Customer Service, and a great number of other services. The fast development of technologies relating to artiﬁcial intelligence and natural language processing has resulted in an increase in the use of chatbots in a variety of ﬁelds, most notably in the ﬁeld of customer service. Customers could receive advice that is prompt, accurate, and personalised through the use of chatbots, which has the potential to completely transform customer service. Because it can automate customer service and reduce the amount of work that needs to be done by humans, it has gained a lot of popularity in the business world. Which can help businesses improve the experience they provide for their customers. The purpose of this research is to undertake a comparative review of customer service chatbots, with a particular emphasis on their efﬁciency, usability, and application across a variety of business sectors. The research will uncover best practises, difﬁculties, and potential for improvement by analysing a variety of chatbot solutions. Index Terms—chatbot, customer service, deep neural networks, artiﬁcial intelligence, machine learning, best practices I. I NTRODUCTION In recent years, the utilisation of chatbots has grown in popularity, particularly in the sector of businesses that are con- cerned with providing customer care. Chatbots have emerged as a feasible tool for businesses as they strive to provide better customer service while also reducing expenses. A chatbot is a type of software application that is run on computers and is powered by artiﬁcial intelligence. It has the ability to imitate communication with human users and typically uses user inter- faces that are based on text.It is as straightforward as writing a basic programme that responds to a straightforward query with a single line of text. Alternately, we could refer to it as a personal assistant. Because of the internet, we are currently living in an age in which we can acquire any information with just the click of a button. Chatbots make it feasible for us to obtain information in any ﬁeld simply by typing it out, thus now we can acquire information about anything. The chatbot has a wide range of potential applications, including ticket booking, online purchasing, product ordering, receiving news or weather updates, receiving weather forecasts, providing customer assistance, and many other uses. Because of this, it has had a big inﬂuence on the way individuals make business purchases in the modern day, which has led to the growth of what is now known as electronic commerce (e-commerce). E-commerce as a whole is expanding, as evidenced by the fact that annual increase in online sales is between 20 and 25 percent. Customers view online commerce as synonymous with speed, efﬁciency, and a wide range of choices, all of which invariably convert to convenience in the day-to-day lives of people. People’s wants and needs have evolved as a result of their growing connection to the digital world, which cannot be overlooked nor should it be dismissed; rather, it must be acknowledged and dealt with appropriately. Companies are ﬁnding themselves increasingly pushed to adapt their business strategies to the conditions of the internet in order to satisfy the changing needs of the market. This allows them to provide a more comprehensive and customer-tailored service by extending their traditional offerings through digital ones. Applications of artiﬁcial intelligence are exactly what is needed in times like these, which is exactly why they came into action. Natural language processing, machine learning, robotics, and e-service agents, also referred to as chatbots, are typically regarded as the most well-known applications of artiﬁcial intelligence to have been developed to this day. In particular, the implementation of chatbots into online services is gaining popularity as an intriguing new approach that has the potential to improve customer service. Examining chatbots in the context of customer service and highlighting the impact that they have on the quality of service is the goal of this study, which is intended to make a contribution to the research that has already been conducted in this area. Regarding chatbots, which can be construed as functions related to chatbots’ interactions with customers. The authors of the current work have separated them into two newly given categories based on their characteristics: “improvement of service performance” and “fulﬁlment of customer’s expectations,” which together comprise the chatbots objective categories. II. LITERATURE REVIEW The goal of this research is to conduct a literature review on the topic of business domain conversational bots with 979-8-3503-8388-1/23/$31.00 ©2023 IEEE