In the dynamic business landscape, small and medium-sized enterprises (SMEs) are constantly seeking ways to enhance their competitiveness and customer service. The emergence of chatbots has presented a valuable opportunity for SMEs to bridge the gap between their operations and customer expectations. This article delves into the integration of the perspectives of both SME owners and customers regarding the use of chatbots, highlighting how they can be a game-changer for SMEs. I. The SME Owner’s Perspective on Chatbots 1.Meeting Service Demands Efficiently Handling High Customer Expectations: SMEs often face the challenge of meeting the increasing service interaction expectations of customers. A chatbot can be a reliable solution. For example, during peak business hours or when handling a large volume of inquiries, the chatbot can instantly engage with customers, answering common questions about product availability, prices, and delivery options. This ensures that no customer is left waiting, enhancing the overall service quality. Streamlining Operations: It can automate routine tasks such as answering frequently asked questions, freeing up the SME owner and staff to focus on more strategic aspects of the business. For instance, instead of spending time on repetitive inquiries about business hours or product features, they can concentrate on product
