EMOTION-AWARE CHATBOTS: ENHANCING CLIENT RETENTION THROUGH AI-DRIVEN SENTIMENT REPORTING

Abstract

This study explores emotion-aware chatbots as a strategic tool for enhancing client retention through AI-driven sentiment reporting. Secondary qualitative data analysis reveals three key themes: emotion detection accuracy, sentiment reporting for strategic interventions, and impact on client loyalty. Findings demonstrate that emotionally intelligent chatbots improve engagement, satisfaction, and long-term retention by providing personalized, context-aware interactions. AIdriven sentiment dashboards facilitate proactive interventions, reducing churn and optimizing loyalty strategies. Despite challenges in cross-cultural applicability and nuanced emotion recognition, emotion-aware chatbots offer a competitive advantage in customer-centric industries. The study highlights their transformative role in bridging technology and strategic retention management.