ROLE OF ARTIFICIAL INTELLIGENCE IN ENHANCING CUSTOMER EXPERIENCES USING ENTERPRISE BUSINESS APPLICATIONS (original) (raw)

The Role of Artificial Intelligence on Enhancing Customer Experience

International Review of Management and Marketing

The main aim of the study is to examine the role of artificial intelligence (AI) on Enhancing Customer Experience in Palestine through different industries, such as banks and telecommunication companies. Interviews and a structured questionnaire were the primary data of this study. The results of the study revealed that there is a positive significant relationship between AI and Customer Experience. AI explained 26.4% of the variance of the customer experience (R²=0.264, F (1,89)=28.634, P < 0.05). Customer Experience has two dimensions; Customer service and after-sale support, the study shows that AI predicted 22.9% of the variance of customer service, whereas it predicted 7% of After-Sale Support. Moreover, providing Personalized Customer Service throughout the customer's buying journey has a great impact on customer experience. The study recommends enterprises to offer more personalized services for customers which it influences their overall experience with the enterprise. Likewise, it's highly recommended to employ AI in call centers and the other after-sales support services to shortening the customers waiting time.

Artificial Intelligence: The Technology that Changes Business

International Journal for Research in Applied Science & Engineering Technology, 2021

In this modern technological era Artificial intelligence (AI) is rapidly acquiring tech industry. AI takes a leading role in conferences and demonstrates the potential for a good type of industry, including manufacturing and marketing. New gadgets are embedded with visual assistants, while interviews answer people’s questions on everything from an online office provider site to a web hosting service support page. For the enterprises, functional AI applications can display all sorts of informed methods of calculation for organizational needs, therefore the business understanding is derived from the information that is collected. Most of the enterprises use AI for everything from mining social data to drive insights in Customer Relationship Management (CRM) and used to improve efficiency tracking and managing assets. In this paper a brief study of how AI changes the business is presented by considering some practices of AI in Businesses, followed by few applications of AI, benefits of AI and lastly the future challenges to be faced by AI

Enhancing Customer Relationship Management in ERP Systems through AI: Personalized Interactions, Predictive Modeling, and Service Automation

International Journal of Science and Research (IJSR), 2024

This research paper delves into the integration of Artificial Intelligence (AI) in Customer Relationship Management (CRM) systems within Enterprise Resource Planning (ERP) frameworks, with a focus on personalized interactions, predictive modeling, and service automation. The primary objective was to empirically investigate how AI enhancements in CRM functionalities can contribute to more efficient and effective customer relationship management within ERP systems. A quantitative research design was adopted, utilizing a structured questionnaire distributed among CRM managers and IT professionals across various industries, with the data analyzed using the Statistical Package for the Social Sciences (SPSS). Key findings from the study reveal significant positive impacts of AI integration on CRM functionalities, notably in personalized customer interactions, predictive modeling accuracy, and service automation efficiency. These enhancements were found to contribute to improved customer satisfaction and operational efficiency, suggesting that AI-driven CRM strategies within ERP systems offer substantial benefits to organizations. The research fills a critical gap in existing literature by providing empirical evidence of the specific benefits of AI in CRM and underscores the strategic value of AI integration in enhancing CRM functionalities. The broader implications of this study highlight the transformative potential of AI in CRM, encouraging organizations to leverage AI technologies to gain a competitive edge in customer relationship management.

Artificial Intelligence and Customer Experience: Key Takeouts From Telecoms Sector in Zimbabwe

Texila International Journal of Management, 2024

The purpose of this study was to glean key learnings from the use of artificial intelligence on customer experience with emphasis on Zimbabwean telecoms companies. The study employed qualitative research design, using semi structured interviews with customers, staff, and management of the telecoms companies in Zimbabwe. To unearth the key themes and trends and insights between artificial intelligence and customer experience thematic analysis was applied. The research evaluated the models employed by the Zimbabwean telecoms companies in transforming the customer experience landscape and hurdles they face in moving customers to the new channels. The challenges experienced in the new trajectory were explicitly highlighted. Case studies of other telecoms companies who explored the same avenue were chronicled. The various merits and skepticism of artificial intelligence on customer experience were clearly evacuated paving way for future research areas to completely harness the potential in the discipline of customer experience and its contribution to competitiveness.

Artificial Intelligence Application in Business: A Study of Its Benefits, Challenges, and Future Prospects

Artificial Intelligence (AI) has become a critical technology in business. It has the potential to improve business efficiency, reduce costs, and enhance customer experience. However, businesses face various challenges in implementing AI, such as data privacy concerns, lack of skills, and regulatory issues. This research proposal aims to study the benefits, challenges, and future prospects of AI application in business. The research will be conducted using a mixed-methods approach, including a survey questionnaire and interviews. The expected outcomes of the study are a comprehensive understanding of the benefits and challenges of AI application in business, identification of the factors that affect the implementation of AI in business and an analysis of the future prospects of AI application in business. The findings of the study will be beneficial to businesses that are considering implementing AI and policymakers who are responsible for regulating the use of AI.

AI-POWERED CRMS: REVOLUTIONIZING CUSTOMER ENGAGEMENT AND BUSINESS GROWTH

IAEME PUBLICATION, 2024

The advent of artificial intelligence (AI) has revolutionized the landscape of customer relationship management (CRM), enabling businesses to harness the power of intelligent automation, predictive analytics, and data-driven insights. This article explores the transformative impact of AI-powered CRMs on business success, highlighting their ability to enhance customer understanding, personalize experiences, and drive operational efficiency. By leveraging AI algorithms to analyze vast amounts of customer data, these advanced CRM systems empower businesses to anticipate customer needs, identify emerging market trends, and make informed strategic decisions. The article delves into the key advantages of AI-powered CRMs, including improved customer satisfaction, increased productivity, and enhanced profitability. It also addresses the challenges associated with implementing AI in CRM, such as data privacy concerns and employee adaptation, while providing practical recommendations for businesses considering adoption. Through real-world examples and expert insights, this article underscores the vital role of AI-powered CRMs in shaping the future of customer engagement and business growth in an increasingly competitive and datadriven marketplace.

Understanding artificial intelligence experience: A customer perspective

International Journal of Data and Network Science

The engagement between customers and brands is being transformed by artificial intelligence (AI). However, there has been little study into AI-powered customer experiences; hence, this research aims to examine how the incorporation of AI in purchasing might result in a better AI-powered customer experience. This research will develop a conceptual model based on the service quality model and trust-commitment theory. Further to this, an online questionnaire was distributed to individuals who had utilised an AI-powered service provided by a particular brand, and consequently, a total of 354 responses were analysed using Structural Equation Modelling (SEM). The results that were deduced from the responses demonstrated that relationship commitment has begun to substantially impact AI-powered customer experiences. In addition to this, the results also revealed that perceived sacrifice and trust both play an important role in mediating the impacts of perceived convenience, personalisation,...

How Artificial Intelligence (AI) is Transforming the User Experience in Digital Marketing

The Use of Artificial Intelligence in Digital Marketing: Competitive Strategies and Tactics, 2024

In this part of the book, the authors are diving into how artificial intelligence (AI) is completely changing the game in digital marketing, especially when it comes to the user experience. You see, AI gives companies these super cool abilities to deliver personalized content, analyze data like a pro, and create marketing strategies that really focus on the customer. Plus, AI has given birth to chatbots that have seriously shaken up customer service, making it way more personal and immediate. But, as cool as all this AI stuff is, it's not all smooth sailing. This chapter tackles things like data privacy, security, and making sure there are people who know how to handle it all. What really shows off the power of AI is how companies like Amazon and Spotify are using it to make the customer experience better. The more AI becomes a part of digital marketing, the more necessary it is to understand the good, the bad, and the sometimes ugly, to make sure AI is being used in the best and most ethical way possible.

Artificial Intelligence in Mainstream Enterprise Applications

2020

This paper broadly surveys the present adoption of Artificial Intelligence in mainstream enterprise applications and envisions a future in which businesses and organizations of all sizes will derive value from AI-enhanced applications. In this context, Artificial Intelligence refers to a broad spectrum of technologies which have the potential to move the enterprise applications paradigm from one of replacing human effort with machine effort where the machine can simply outperform humans in terms of reliability and operations per unit time, to enhancing human activity by adding artificially intelligent machine activity to model and interact with real world complexity in ways that exceed human ability to synthesize and derive insights from the data tsunami under which many organizations are awash. The present and potential contributions of various primary forms of Artificial Intelligence are considered with respect to applications which drive marketplace innovation, applications which...