An interesting question raised by Zafar et al. (2025) got me thinking:
How does customer satisfaction play a vital role as a mediator between AI chatbots, digital marketing strategies, and customer purchase or buying intentions?
To address this question, it’s essential to understand how customer satisfaction functions as a bridge.
A satisfied customer who finds an AI chatbot on a website to be useful or a digital marketing strategy that resonates with them is significantly more likely to act based on the interaction with the chatbot or the marketing stimuli.
But how can we achieve this?
By leveraging chain-of-thought (CoT) prompting to improve both your chatbot features and digital marketing strategies.
For example:
- CoT can reason step-by-step through customer queries, ensuring that a chatbot’s responses are not only quick but also contextually accurate and detailed.
- CoT can assist in creating hyper-personalized digital marketing campaigns by analyzing a customer’s past purchases and behavior.
If customer satisfaction serves as a powerful bridge between chatbots, digital marketing strategies, and a customer’s intention to act, then adopting chain-of-thought prompting makes practical sense for businesses aiming to optimize their use of AI.