Research and real-world applications of chatbots have increased dramatically as a result of their popularity in digital marketing. A fundamental query that still needs to be answered is: What makes a good chatbot experience? This study presents a novel method for assessing chatbot customer assistance quality by looking at how it affects customer relationships on different digital channels. We also examine how traditional hotline services and chatbot interactions differ. According to our research, implementing this new framework can result in a large rise in repeat business, a decrease in service costs, a boost in customer satisfaction, positive word-of-mouth, and brand loyalty. Additionally, the paper identifies specific service domains where chatbots can outperform human phone support.