Nirosha Nilmini Sathiskumar

Sales organizations around the globe are incorporating digital transformation strategies in to their sales management processes rapidly to increase the effectiveness and efficiency of the sales practices. Center to these digital transformation strategies are the chatbots, a technological innovation developed by incorporating AI. Chatbots are changing the conventional buyer-seller negations within the buyer-seller dyad by profoundly changing the role of the salesperson by eliminating the salesperson in the dyad partially or fully. Thus, they change the dynamics of the buyer-seller dyad. Thereby, they impact the interpersonal trust between the salesperson's and the customers and  between the salespersons and the sales managers as well. In my research I focus on exploring the ways in which chatbots impact establishing and maintaining interpersonal trust within the buyer-seller dyad in the financial industry. Thereby, I intend to provide recommendations to the sales management teams in the financial industry on how they could further enhance the effectiveness and efficiency of the sales processes via the introduction of chatbots by establishing and maintaining stronger relationships within the buyer-seller dyad.