Yunus Emre Öztaş

As a result of latest breakthroughs in technology and dehumanizing efforts, recent developments in artificial intelligence technologies have gained momentum. In particular, the research and development processes related to the proficiency of artificial intelligence in deep learning are being financed by the public and private sectors and an attempt is being made to accelerate the development of deep learning technologies in this direction. These developments in machine learning algorithms offer new ways to manage customer relationships for companies. A chatbot is a chat tool that based on a machine learning algorithm which interacts with people and communicate with them in a natural language on a specific topic. (Huang, 2007) Beginning to use Chatbot services, which emerged as a result of information and communication technologies, in the customer relations services by businesses, makes machine learning algorithms a commercial feature. After Facebook Messenger allowed developers to place Chatbots on their platform in 2016, the number of active Chatbots in the application has exceeded the number of three hundred thousand according to the May 2018 data.

Based on the assumption of using Chatbots in customer relationships may caused different reflections on customers; a research were conducted on the attitudes and perceptions of users in different age groups. In this context, semi-structured interviews were conducted with fifteen people selected from purposive sampling method among different age groups and the obtained information was shared under the findings of the paper.