doi: 10.18178/joebm.2026.14.2.915
Evaluating User Experience of a Retrieval-Augmented Generation-Based Customer Service Chatbot
Syuan-Yu Chen
,
Chang-Yi Kao
- Department of Computer Science & Information Management, Soochow University, Taiwan
- Manuscript received December 15, 2025
- accepted January 29, 2026
- published May 22, 2026
Abstract
As digital services become increasingly widespread, online real-time customer support has become a key way for consumers to seek help. A good service experience can boost customer satisfaction and loyalty, particularly in the financial sector. However, traditional
Keywords
- retrieval-augmented generation
- customer service
- chatbot
- sentiment analysis
How to Cite
Syuan-Yu Chen and Chang-Yi Kao, "Evaluating User Experience of a Retrieval-Augmented Generation-Based Customer Service Chatbot," Journal of Economics, Business and Management, vol. 14, no. 2, pp. 91-96, 2026. https://doi.org/10.18178/joebm.2026.14.2.915
Copyright & License
Copyright © 2026 by the authors. This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited (CC BY 4.0).