Within the framework of this work, the authors want to study the theoretical foundations of consumer satis-faction, to understand the peculiarities of consumer satisfaction using chatbots. The artificial intelligence and its use is an integral part of modern business development, enabling companies to operate successfully in a competitive environ-ment. This study identifies factors that influence consumer satisfaction with the use of chatbots to enable businesses to improve their use and become more competitive. The study uses both secondary data analysis and expert interviews, as well as a survey of chatbot users. The study describes the situation in the field of the use of chatbots in the Baltic States. The study finds that personalized chatbots provide a higher level of consumer satisfaction. In order to achieve the goal of the research, three tasks were set: 1) to analyze the theoretical basis of consumer satisfaction and the introduction of chatbots; 2) describe the use of chatbots and their contribution to consumer satisfaction; 3) Explore user satisfaction with chatbots. A monographic or descriptive method was used to analyse the theoretical aspects of chatbots and their use, secondary data analysis and expert interviews were used to describe the situation, but user survey was conducted to study consumer attitudes using chatbots.

DOI: https://doi.org/10.3846/bm.2022.733