Impact of using chat bot in enhancing older people experience in banking sector

Fahad
 Table of Contents

Abstract................................................................................................................................1

Introduction........................................................................................................................2

Digital banking, usage of chat bots, advantages and disadvantages..................................3

Problem statement..............................................................................................................3

Research Significance..........................................................................................................4

Research questions/ Method...............................................................................................5

Literature review.................................................................................................................6

Online Older people behavior and online older people experience with chatbots.........6

Online Older People Experience...................................................................................7

Chatbots role in older people experience enhancement.................................................9

Chatbot role in enhancing customer services................................................................12

Discussion..........................................................................................................................14

Conclusion.........................................................................................................................16

References..........................................................................................................................16
Abstract

This literature review explored the use of AI chatbots in banking, particularly focusing
on their impact on older people. While chatbots provide 24/7 support and quick
answers to customers' questions, they can also present challenges for those unfamiliar
with technology, adding to concerns such as digital literacy and data security. For
elderly clients who might find these interfaces less intuitive or harder to trust, more
human-like assistance is preferred. It highlights the need for balance between advancing
technology and inclusive design that accommodates all age groups. Future research
should focus on improving user experience for older adults to ensure inclusivity within
this new digital era of banking.

Introduction

A chatbot, also known as a digital agent, software robot or intelligent customer service
(ICRS), is an AI-powered program designed to converse through either auditory or
textual means. While the adoption of this tech invention is yet in its early stages,
multiple industries are utilizing it for services like customer support, digital marketing
and even e-commerce and journalism sectors. Five primary industries where chatbots
demonstrate profound advantages include healthcare, manufacturing, retailing,
financial services and telecommunications (Mckie & Narayan, 2019). Chatbots help
streamline different commercial activities at varying scales within both public and
private sectors, their application augments efficiency across different business
procedures. Currently widely utilized within the banking industry; the aim of this report
is to identify approaches that could be employed to boost customer experience
particularly in commercial establishments like banks. It thereby helps to escalate
relevance while aiding continuous performance improvement with reduced calls to
customer care agents by repetitive customers.

One major aspect we're going discuss includes how chatbots are affecting elderly
customers' experiences. As Artificial Intelligence becomes ever more crucial within our
lives and businesses (Radziwill & Benton 2017), we shall delve into examining the
ongoing transformation brought by AI in various fields including entertainment,
education sector with healthcare realm inclusive alongside potential economic
implications on standard business processes; these would be explored thoroughly. In
addition we'll shed light on certain pros and cons that come along while using human-
like chatbots for assisting senior individuals with online banking transactions, extending
our discussion further unto future research's limitations.

Digital banking, usage of chat bots, advantages and disadvantages

Digital banking allows users, including older adults, to manage their finances
conveniently and securely from anywhere, reducing the need for physical branch visits.
While this offers immense benefits in terms of accessibility and efficiency,
understanding and navigating digital platforms could be tricky for some elderly
individuals. The use of chatbots in digital banking is growing exponentially. For senior
citizens who may not be tech-savvy or comfortable with technology interfaces, chatbots
can provide guided assistance during online transactions or while using other bank
features. Chat bots can answer questions promptly at any time of day, handle
transactions securely, remind clients about due payments or posting dates for direct
deposits making banking more effortless for the elderly populace.

However, there are also a few disadvantages associated with using chatbots by older
people. The interaction with AI-powered tools requires a basic level of digital literacy
which may be challenging for some seniors. The communication nuance that human
assistants provide cannot always be replicated by a bot; over reliance on these forms
might cause frustration if complex issues arise that go beyond pre-programmed
responses. Lastly and importantly is security - ensuring confidential information stays
protected while interacting through chatbot-assisted channels is paramount but it can
sometimes conceivably fall under risk if the technology isn’t properly understood by our
vulnerable elders. Overall Tech advancement continues to evolve rapidly thus easing up
user-friendliness so as to make digitization seem almost inherent even to its least
techno-literate audiences.
Problem statement

Nowadays Banking sector has been evolved amazingly. Traditional banking methods
like in person transactions through cheques Etc have been replaced by AI services and
customer complaints are now handled through AI- based interfaces like the chatbots.
However, this transition, while highly effective and advantageous in many respects,
raises issues particularly regarding its usability amongst older demographics who may
lack comprehensive technological literacy or confidence navigating these new platforms.

The primary problem therefore lies in How can the use of chatbot technology in digital
banking be made more accessible and user-friendly for older individuals to enhance
their overall customer experience? Adaptability to new technologies often varies
significantly across demographics with older adults typically having lower technological
literacy rates compared to their younger counterparts. This gap hence creates an
obstacle that needs drastic attention if we want senior citizens to capitalarily enjoy the
benefits offered by fintech innovate ions.

Particularly concerned are issues of privacy, user-friendliness and overall comfort level
while functioning with these platforms: It becomes imperative for technology developers
and service providers like banks to ensure confidential data stays inviolably secure
during customer-chatbot interactions; Additionally making interface designs simple,
intuitive so as not require outstanding digital skills for operation becomes crucial while
steps should also be undertaken towards reassuring customers about bot limitations
tentatively through further enhancement of AI programming or provision human
backup support where users feel overwhelmed. Overall our ultimate objective would be
merging innovation inclusively ensuring no particular demographic feels left behind
amidst tech propelled growth. This holistic approach would create a more harmonious
transition into our increasingly digitally-forward society whilst still extending high
quality services expected out of sectors as vital as finance.
Research Significance

A thorough research literature review on the impact of usage of chatbots in banking

sector and their experience with older people can provide a wealth of information to
stakeholders in assessing the integration of AI-chatbot technology into digital banking
for older adults. The complex matrix of factors such as customer satisfaction, market
share, growth potential and customer feedback is especially crucial for aligning the tool’s
capabilities with consumers’ actual needs. Chatbots have the potential to revolutionize
how older people interact with financial services. Aside from providing round-the-clock
assistance, they can handle a large number of requests simultaneously and instantly
cater to basic needs like account inquiries or transaction details - delivering immediate
solutions without waiting times usually associated with human assistance (Behera et al.,
2021). On the other hand, challenges may exist like usability issues due to complicated
user interfaces or mistrust in automated systems handling sensitive data. Perceived
impersonality compared to human interaction could also be an initial obstacle for
seniors adapting to this digital shift in customer service.

The literature review will therefore be significant in determining both advantages and
problem areas of chatbot use among elderly users, helping financial institutions in
analyzing policy impact around chatbot-based customer services within their own
structures and examining necessary adjustments for optimization towards enhancing
overall user experience within the banking sector. This exercise aims not just at
amplifying efficiency within operations but essentially extending optimized service
access across demographics sensitively considering their specific requirements, thus
driving inclusive innovation forward.

Research questions/ Method

The research method is qualitative method. The research questions developed for the
research are:

 What are the attitudes of older adults towards using AI chatbots in digital
banking?
  How user-friendly do seniors find AI-chatbot technology in banking applications?
 What impact does the integration of chatbot technology have on customer
satisfaction among older adults in digital banking services?
 In what ways can AI-chatbots be optimized to meet distinct requirements and
preferences of the elderly while engaging with online platforms?
 How effective is current human support backup provided when elderly customers
encounter struggles while operating these automated technologies?

Literature review

This section explores the viewpoints of various authors who have contributed their
insights on the research topic and objectives outlined in this study. It also presents a
compilation of these diverse perspectives, which helps accrue more pertinent data
crucial for adequately addressing the subsequent sections of this review paper.

Online Older people behavior and online older people experience with chatbots

In their study, Ambawat & Wadera (2020) pointed out that chatbots are becoming
progressively portable and important to growing numbers of customers. They argue that
recent technological progress coupled with the rising significance of automating
customer interactions mean companies of varying sizes, across various channels, can
use chatbots to enhance user experiences, elevate brand awareness and stimulate
revenue growth. Chatbots represent a form of artificial intelligence (AI) capable of
simulating natural language conversation with users through tools like messaging apps,
websites or phone calls. One key advantage associated with chatbots is their low-
maintenance nature - there's no requirement for updates or downloads nor do they
occupy space on devices; importantly they allow the integration multiple bots within the
same conversation (Nguyen & Sidorova, 2018).

Chatbot applications facilitate interactions between individuals and services in a way

that enriches customer experience. The previous generation of chatbots were either
complex to use or contributed little extra functionality without substantively adding any
value. Current day counterparts are smarter - capable executing a wide array tasks for
users from ordering products via specific websites using natural language processing
technology. According to Dandörfer's 2019 research paper; perfecting an online
consumer experience represents a challenging task because it necessitates personality,
empathy and an understanding human behavior. Chatboxes present an instrumental
opportunity here, replicating these qualities as part of an online interaction can help
businesses manage vital conversations while supporting employees effectively.

Chatbots have proven to significantly cut down customer time-to-assistance by an

impressive 90%, and boosting customer satisfaction by decreasing abandoned calls by a
substantial 69%. Utilized in customer support, these AI-chatbots address inquiries via
website, social media platforms or directly through messaging apps, offering customers
a convenient information-gathering tool. Chatbots empower customers with greater
control over proactive learning about a company’s products or services, as they offer
assistance at times most suitable to the user. The popularity surge of chatbots is largely
due to advancements in AI and critical technologies such as natural language processing
and machine learning. Known for conducting conversations with customers using
natural language, chatbot is an artificial intelligence software ultimately improving user-
engagement levels, resulting from better internet connectivity & smarter mobile devices,
for improved personalized customer service.

According to Sidaoui, Jaakkola & Burton (2020), chatbots are more intelligent and
responsive now than ever before thanks to their provision of instant services demanded
by today’s fast-paced customers. Interactions with online clients are more efficient as
queries related to customer service, payment details etc., can be addressed without any
waiting period which otherwise would occur during human telephonic support. Earlier
generations had humans waiting for days for responses from customer service
representatives. The revolutionary introduction of chatbot technology provides firms
with a fresh platform for interaction with their clients, effectively replacing traditional
voice services, further enhancing understanding of how online business use chatbot
affects customer satisfaction levels. According Roy & Naidoo (2021), the usage growth
trajectory of Artificial Intelligence-backed-chatbots will continue upwards likely gaining
even more powerful capabilities in future scenarios. Positioned at key consumer
touchpoints spanning numerous platforms such websites and social media apps
connecting various digital devices, the reach capability remains significant.

Online Older People Experience

Online Customer Experience (OCE) is a critical aspect of any digital business presence;
it encapsulates all interactions between a customer and a business online through
various platforms like websites, emails, chats, social media, among others. This
comprehensive term includes product information availability as well as the quality of
customer service that businesses provide online. As (Y.,2020) describes in the context
of e-commerce particularly, the quality of experience around online shopping cart
mechanisms at every step of purchase process registers high impact on the overall OCE.
From product selection to check-out completion - how smoothly this journey pans out
terrain is critical to forming an optimal customer interaction with your brand online.

The hallmark of effective OCE lies in its uninterrupted flow and ease, enabling customer
to engage with bank interface simply and efficiently across digital mediums. In essence,
customers seek intuitive interfaces as well as streamlined procedures when dealing with
businesses online. Chatbots or conversational agents have emerged right at this
intersection of business need for efficiency and consumer demand for simplicity.
Equipped with advancing Natural Language Processing abilities topped up by Artificial
Intelligence capabilities; Chatbots are redefining real-time customer service standards
in digital space(Peng & Ma 2019). Thus leading to increased likelihoods for firm profits-
satisfied customers could potentially become loyal customers and prospective clients
who interact via chat are more likely to convert into actual buyers.

Such AI-powered Chatbots are significantly shaping perceptions about service quality
among customers due not only their promptness but also their 'human-like'
communication style offering tailored responses based on consumer inputs which
appears personalized from user perspective leading to higher satisfaction levels. In fact
looking ahead "Customer Satisfaction" might not just be the end goal; instead achieving
"Customer Loyalty" could be what businesses strive for by integrating AI-supported
technologies like chatbot into enhancing their OCE strategies, Giving proactive support
leading satisfied patrons towards becoming loyal ones overtime. This landscape changes
however fast-paced within E-commerce Industry dynamics constantly being moulded
due Innovation-driven competitiveness (Blut et.al 2021); It is here where in-depth
analysis focusing on unique nuances of each business's OCE grows in significance for
standing apart from competition, Augmenting Customer Experience undeniably serves
at the core of any successful market strategy within such evolving framework digital
commerce today.

Online customer experiences (CX) are the bedrock upon which a successful digital
strategy is built. An optimized CX provides businesses with an unmatchable edge,
opening the doors to higher sales, reduced overheads on customer support, fostering
brand loyalty and shaping positive public perception of the brand. Chatbots are
becoming a vital element of enhancing this online customer experience. These AI-
powered tools can offer intuitive and almost human-like interactions. They significantly
enhance service speed, availability and efficiency making it not only realistic but also
delightfully enjoyable for users (Sandu & Gide, 2019). The deployment journey of these
virtual assistants starts with developing an initial chatbot using machine learning
capabilities tailored to your business need, facilitating customers' interaction via
company website or other preferred platforms.

Following its launch comes phase two: honing your chatbot with AI advancements based
on gathered user-interactions data allowing your business to holistically elevate online
customer experiences over time driving satisfaction rates up while building lasting trust
in your brand. Implementing Chatbots is therefore not just about keeping up-to-date
with technology trends but plays a crucial role in overall CX management strategy that
ambitiously targets prolonged value creation, facilitating relationships between
consumers and businesses that are rooted in service excellency leading all way towards
affirmed reciprocation i.e., loyalty from their end giving business sustainable path
success.

Chatbots role in older people experience enhancement

The role of chatbots has seen tremendous evolution in modern online business
operations (Mydyti & Kadriu, 2021). As a digital bridge between customers and
companies, chatbots are revolutionizing the customer care industry by providing
efficient, convenient and lifelike interactions. These AI-powered tools not only enhance
customer engagement but also significantly cut down the costs related to human
customer service agents. Additionally, they optimize transaction time - resulting in
efficient business operations. Heightened consumer expectations along with surging
pressure on support staff make it indispensable for businesses to shift towards
automating their customer service, chatbots fitting perfectly into this dynamic.

Moreover, given the contemporary consumers' preference for communication through

social media and messaging apps over traditional emails or phone calls as pointed out
by Trivedi (2019), this trend will continue soaring. As more consumers pivot towards e-
commerce, chatbots are projected to become an integral part of sophisticated web-based
services. They not only elevate overall online user experience but also offer diverse
solutions tailored to businesses needs, aiding in client acquisition strategies, creating
brand awareness and assisting customers with informed purchase decisions. In essence,
Machine Learning empowered Chatbot technology autopilots repetitive tasks while
fostering effective dialogues between humans & computers. This innovation does much
more than upscaling operational efficiency, it is reimagining human interaction with
digital landscapes for holistic consumer experience management.

Quicker than any human, chatbots manage high volumes of requests with ease while
ensuring customers get efficient service whenever they need it. Moreover, these digital
assistants can seamlessly escalate complex queries to human agents with comprehensive
information about the customer's enquiry (Carter & Knol, 2019), thereby avoiding
repetitive explanations from customers - a common source of frustration. Chatbots can
be tailored to meet specific business requirements too. Through machine learning
capabilities and keyword recognition techniques, they are able to either deliver
standardized yet helpful responses or provide unique solutions based on understanding
context in conversations. Their applications extend beyond just customer care services.
These digital wizards facilitate growth opportunities across all areas within a business
setup from sales and marketing operations through bespoke product recommendations
on pre-sales inquiries up until post-purchase servicing including handling complaints
(Hoyer et al., 2020).
By automating routine interactions traditionally handled by humans within
organizations like answering FAQs or resolving simple queries, bots save significant
staff time enabling them focus their energy on more pressing assignments requiring
complex problem-solving skills thereby increasing productivity levels overall.vAs
people’s interaction habits evolve with social media and messenger platforms becoming
increasingly popular as communication methods especially among millennials
consumers as noted by Waghmare(2019), capitalizing on this trend through using
chatbots for engagement could prove beneficial for companies in generating new leads
while also qualifying existing ones.

These automated tools offer a wealth engagement data collected headers such
preferences which offers opportunity personalization like never before! They hold key
gaining deep understanding audience behavior patterns insights such likes dislikes even
specific product interests potentially allowing companies create highly personalized
marketing campaigns that resonate their audience segment level individually if
harnessed effectively enough. Chatbots capable storing vast amounts buyer data secure
manner setting stage continuous audience segmentation thus enabling brands cater
their target groups even better predictive solutions real-time basis. Furthermore,
substituting traditional lead forms with cleverly positioned chatbots provides an
interactive, engaging, and customer-centric approach towards capturing potential leads,
significantly improving conversion rates for businesses in the long run.

Therefore, the importance of adapting AI-powered chatbot technology goes beyond just
maintaining a competitive edge, it opens doors to new possibilities in customer
relationship management and business optimization anchored on valuable insights
gleaned from user interactions. The integration of chatbots with existing business
workflows can indeed facilitate automation in lead generation. Any new leads generated
through the chatbot can be seamlessly made part of the CRM tool, streamlining business
process towards enhanced productivity. While innovative tools like AI and chatbots are
highly crucial, it's important to remember that your human support team is still a
critical component of your operations. That's because certain predicaments may
challenge the abilities and limitations of AI-powered bots. For instance, when faced with
queries or requests that lack necessary information in the backend database or have
complex language usage, at this point a live agent takeover becomes pivotal (Buhalis &
Cheng, 2020).

The transition from bot to human should ideally be swift and effortless without causing
any inconvenience for customers. Since all previous conversations are recorded by bots,
there’s no need for customers to explain their situation again during this handover
stage, making the entire process smoother and more efficient. Integrating an AI-driven
bot with a carefully curated knowledge database - as suggested by Cheng & Jiang
(2020), could dramatically enhance its performance. This would essentially entail
storing essential information about your business offerings and other relevant details in
one place which can be regularly updated based on evolving dynamics.

When effectively done, it goes a long way in bolstering brand communication as it

ensures consistency across channels even with multi-chatbot implementation over
various platforms such as web presence, social media interfaces or instant messaging
apps etc. So irrespective of where users initiate their interaction, whether on website
chat support or social media messenger services etc., they’ll receive consistent responses
underpinned by reliable data thereby defining an enhanced omnichannel experience
that ultimately drives customer satisfaction levels upwards setting stage for potential
increased conversions too (Sandu et al., 2019). Consequently augmenting traditional
customer service strategies with sophisticated technologies like responsive chatbots
allows businesses to offer personalized solutions at scale whilst enabling high
performing teams focus undivided attention towards complex problems adding
immense value to the overall organizational productivity.

Chatbot role in enhancing customer services

Chatbots have indeed revolutionized customer services, especially in developed sectors

like the banking. They provide a seamless and efficient interface for answering customer
queries, bridging the gap between human resources and consumer demands (Sadi et al.,
2021). The versatility of chatbots is such that they can convert even the most basic
questions into valuable answers, adding a touch of personalization which resonates with
customers. Moreover, their scalability allows businesses to cater to an ever-increasing
user base without having to consistently expand their human team. Major online
retailers are recognizing this potential and investing in chatbot development to meet the
growing needs and expectations of their users. Frameworks like Amazon Lex or
Facebook Messenger have made it possible for any business, they provide the customers
towards entering bank card details, regardless of size, to build custom chatbots that can
maintain rhythmic engagement with customers at a very affordable cost.

Technology giants are stepping it up a notch by creating unique chatbot interfaces

designed specifically for enhancing customer experience through interactive
communication junctions (Abdul quadri & et al. 2021). In situations where manpower
may be limited or when handling multiple inquiries at once becomes challenging, these
digital assistants prove immensely beneficial. A distinguishing advantage that sets them
apart from traditional methods is their ability to handle large volumes of repetitive
requests mechanically yet efficiently - definitely faster than an equivalent human team
could manage. This frees up valuable time for your staff allowing them concentrate on
more complex tasks where critical thinking is required thereby enhancing productivity
levels on both ends. Chatbots serve as automated front desk personnel capable of
carrying out basic tasks smoothly while maintaining high levels of consumer
engagement thus helping businesses strengthen reputation, foster loyalty among users
while optimizing internal operations leading towards impressive KPI scores over time
(De Cicco e Silva & Alparone 2020).

For financial service providers, the efficiency brought about by chatbots in planning
finances or processing transactions for their clients is unparalleled. While in
telecommunications industry there's an ongoing transition towards creating chatbot
interfaces so that interacting with customers over website/apps or social media becomes
much more streamlined while also enabling effective update communication points
(Quah & Chua 2019). The major advantage that these digital assistants own is ability for
continuous operation which is simply a boon for businesses, offering greater efficiency
without demanding any salary increases. Investing in customer-service orientated
chatbots not only offers impressive cost savings but can lead to improvements across
overall sales pipeline whilst also facilitating seamless interactions with customers,
enhancing business connection points at every step.
Moreover, these automated tools provide speedy responses escalating response rates;
improve standard of service; aid in online purchasing journey all while offering superior
communication channels compared to traditional methods which often falls short on
speed or quality front due to high volume pressures faced by human-run teams (El Kaed
Ponnouradjane & Shah 2018). So, we're living in a world where patience can be
considerably measured and there's notable shift towards fast-paced solutions given
people's growing taste for immediacy, making investing into AI powered technologies
like Chatbot crucial for businesses who aim to succeed in today’s day and age.

By using advanced algorithms and accesses to large databases of common inquiries and
responses, these virtual assistants can answer customer queries promptly at any time of
the day or night (Kvale et al., 2019). These virtual assistants can collect data about an
individual’s preferences and use this information to offer a personal touch during
interactions, making potential customers feel valued while providing efficient
assistance. Incorporating chatbots in your customer support approach thus helps
businesses decrease response times significantly compared to traditional methods,
ensuring no client query goes unanswered even out-of-office hours when human
employees are off-duty.

Moreover, through resolute attention provided by these automated bots customers get
swift answers round-the-clock escalating brand reputation whilst offering charming
experience for users which then bolsters the engagement ratio with both existing &
potential audience base alike over time. Considering today’s digital-savvy consumers
who appreciate quick-response rates from brands they engage with, it's safe to assume
that companies lacking an AI-based interactive system may be labelled as 'slow' thus
risking loss of client satisfaction which often translates into lost business ultimately.
Therefore, now more than ever adopting solutions like Chatbot becomes essential not
only as a strategy pivot towards meeting evolving consumer expectations but also as
smart choice leading towards efficiency improvement + costs savings, making
transitioning towards such tech-based models virtually indispensable for brands aiming
ongoing success & eventual growth.
Discussion

Chatbots, which are a type of artificial intelligence, have made banking services at lot
easier for many people. They provide quick answers to simple questions without having
to contact the bank. It can be established that AI-powered chatbots are considerably
revolutionizing user interaction across various sectors, banking inclusive. The primary
benefit of this technology is noted in its convenience; customers can get round-the-clock
assistance without having to visit physical branches, reducing time and effort notably
among elderly consumers. They also can handle any task, day or night.

However, not everyone is going to find these chatbots easy to use, especially the older
people who might not be comfortable in using recent technology. pertinent discussion
rises around adopting this new technology: striking a balance between efficiency
achieved via chatbot-enabled customer service vis-à-vis maintaining human-like
interaction quality especially needed within demographics showing lower technological
familiarity like the elderly clientele. While chatbots indeed limit waiting times and cater
effectively to basic requests such as account inquiries or transactional details (Behera et
al., 2021), these AI tools potentially fall short when dealing with more complex or
emotional concerns where arguably human assistance would fare superiorly.

There's also some concern about security issues because important details are shared
during these interactions. Banks need to make sure that this data is protected and that
chatbots are safe enough for everyone including our seniors. While the main goal of
these chatbots is to help customers get information quickly and easily, it might not
always be the best solution for older users who may need more human-like assistance or
even just someone on call when they really need help.

In conclusion, while it's good that banks are using technology like AI and chatbots in
their services, they must keep in mind that certain customers like senior citizens might
trouble adapting them due lack of exposure towards tech advancements alongside
cognitive ability differences; hence overall simplified usage design and smooth
transition strategies become crucial here ensuring none feels left out particularly
concentrating upon our elderly demographic segment and addressing their unique
concerns echoed by them honestly through seamless customer experience base
irrespective of the age brackets they fall under within modern digitally hyper-connected
era of ours and constantly pushing fintech boundaries further.

Future studies could focus more on finding out what older adults think about using such
technologies and identify areas where improvements can be made so as make them feel
more included within fast-paced fintech landscape evolution reaping its benefits equally
and ensuring no client particularly valuable seniors feel neglected within digital growth
curve despite pace advancement remaining persistently expedited.

Conclusion

In conclusion, the advent of AI-powered chatbots has indeed revolutionized several

industries, particularly banking, by improving efficiency and enhancing customer
experiences. Their inclusion has particularly been beneficial in providing round-the-
clock assistance and personalizing interactions that align with customers' unique
preferences. It's interesting to observe how these virtual assistants have also eased the
digital journey for elderly customers, fostering inclusiveness in the digital era. However,
like all technologies, chatbots come with their own set of challenges which need
addressing to maximize their potential effectively. As we continue to navigate this
technologically advanced landscape, it is clear that continuous research and innovations
will be key to swifter adaptations and transformations in our societal fabric.

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