The Role of Artificial Intelligence on Enhancing Customer Experience (original) (raw)
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Journal of Data Acquisition and Processing , 2023
Since the advent of artificial intelligence, a number of studies have focused their attention on understanding its importance in the corporate setting. To this effect, this study seeks to assess the influence of artificial intelligence on customer experience and customer loyalty; as well as the mediating effect of personalization on this relationship. A quantitative online survey was conducted and 636 responses were gathered. The gathered data were analysed using IBM's AMO for SEM and a number of findings were made. It was discovered that artificial intelligence yields positive and significant (p<0.05) influence on customer experience, customer loyalty, and personalization. The influence of artificial intelligence on customer experience and customer loyalty is also mediated by personalization. Thus, it was concluded that companies seeking to develop strong customer loyalty and customer experience should integrate artificial intelligence into their product and service delivery process and this should be supported with personalization.
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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.
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Assessing Performance and Customer Satisfaction with Artificial Intelligence: a Case Study
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Artificial Intelligence Transforming Customer Service Management Embracing the Future
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The introduction of Artificial Intelligence (AI) has resulted in disruptive developments in a variety of industries, including customer service management. The purpose of this narrative analysis study is to investigate the role of AI in revolutionizing customer service management and its potential future consequences. The research focuses on four major AI integration components in customer service: social media monitoring, voice recognition, speech analytics, chatbots, and self-service portals. This study gives insights into the revolutionary potential of AI in customer service management through rigorous narrative analysis. It delves into the advantages and future possibilities of incorporating AIpowered elements such as customer sentiments, speech analytics, chatbots, and self-service portals. Understanding the growing environment of AI in customer service allows organization to better react to their customers' changing requirements and expectations, eventually improving customer happiness and loyalty in the digital era.
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This study explores the differential role of artificial intelligence (AI) and human interface (HI) in the hospitality industry and their impact on customer satisfaction and loyalty. In response to intense competition, the industry is increasingly adopting advanced technologies such as AI and artificial intelligence robotics (AIR) to enhance customer service and improve the overall experience. The primary objective of this research is to investigate how hotel visitors perceive AI service quality and human service quality and how these perceptions influence consumer satisfaction and loyalty. This contributes to the existing knowledge on the use of AI in the hotel sector and provides valuable insights for future research. Additionally, the study demonstrates that customer satisfaction acts as a mediator between both human service quality and AI service quality and customer loyalty. Importantly, the indirect effect is stronger for human service quality compared to AI service quality, highlighting the need to strike a suitable balance between AI efficiency and human empathy. The findings underscore the potential of AI-powered services to enhance customer satisfaction and operational effectiveness within service organizations. However, the study emphasizes the continued significance of employee service in shaping customer experiences in the service-dominant era. By understanding the potential benefits and challenges associated with AI adoption, organizations can make informed decisions and develop effective strategies for integrating AI technologies. This research contributes to the advancement of AI implementation in the hospitality industry, leading to improved business performance and enhanced customer experiences.
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This paper aims to investigate the impact of Artificial Intelligence (AI) on consumer behaviors within the retailing sector in Egypt. The research depended on the quantitative research method. The primary data was collected through the online questionnaire. Convenience sampling was used. The sample size in this research is 400. A total of 384 responses were collected and valid. The data was analyzed using the Statistical Package for the Social Science (IBM SPSS v22) for Windows computer software. The Results highlighted that there is a significant relationship between Artificial Intelligence and consumer behavior. In addition, The model has a high ability to predict and explain the consumer purchase behavior through Artificial Intelligence, and this was proved by the validity of the first hypothesis (H1) through the value of (R-Sq = 0.95.8) in the model. The study recommends online retailers to employ Artificial Intelligence in each step in the consumer journey, from need recognition, information search, evaluation, and purchase decision making to post-purchase behavior to predict consumer's purchase behavior in the online platform.
Understanding artificial intelligence experience: A customer perspective
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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,...