Consumer Perception of AI Chatbots in Pharmaceutical Customer Support Services

Niharika Singh
ABES Engineering College
Crossings Republik, Ghaziabad, Uttar Pradesh 201009, India
niharika250104@gmail.com

Abstract

This study explores consumer perceptions of AI chatbots implemented in pharmaceutical customer support services. As the healthcare industry integrates artificial intelligence (AI) into its communication channels, understanding how consumers respond to and interact with these technologies is essential. The research assesses attitudes toward chatbot efficiency, reliability, and trustworthiness, while identifying factors that drive satisfaction and acceptance. A mixed-methods approach was used, combining quantitative survey data with qualitative insights. Statistical analysis reveals significant associations between perceived ease of use, response accuracy, and overall satisfaction. The findings suggest that while consumers appreciate the convenience of AI-powered support, concerns regarding empathy and error handling persist. This paper discusses these implications and recommends strategies for enhancing chatbot design to better meet consumer expectations in the pharmaceutical sector.

Keywords

AI chatbots, pharmaceutical customer support, consumer perception, artificial intelligence, customer satisfaction, healthcare technology, mixed-methods study

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