How do customers react to the integration of AI in customer experience

Diya Reddy

doi:10.36948/ijfmr.2024.v06i05.28954

How do customers react to the integration of AI in customer experience

Author(s)	Diya Reddy
Country	India
Abstract	Artificial Intelligence is revolutionizing customer service through enhanced customization and efficiency. Processing natural language makes interactions more human-like and guarantees higher levels of customer satisfaction. With the help of AI-enabled Chatbots communication with users occurs instantaneously, answering their questions and providing immediate responses. By forecasting preferences and suggesting recommendations through the evaluation of data collected on customers, artificial intelligence improves service quality. The amalgamation of modern technology and customer service provides a smooth, personalised and linear client experience. While AI-driven chatbots and tools prove time and cost-effective, occasional delays or failures instil human hesitation. The escalating trend of integrating AI in customer service significantly enhances the overall human experience, according to various studies. However, this study aims to address a dearth of empirical research on AI-enabled customer experiences. The absence of emotional intelligence in current AI models contributes to lacklustre customer commitment and engagement. This study investigates how customers react to Artificial intelligence being integrated into the customer service industry. The study scrutinizes pivotal factors—Perceived trustworthiness, personalization, perceived ease of use, perceived usefulness, accuracy, and quality of information provided—examining their interdependence in augmenting the customer experience. This study will utilise a proposed model which utilises the stimulus, organism, and response model. Results underscore how these factors contribute to improving customer loyalty through the mediation role of customer engagement. Hence, the study reveals the interconnectedness of these factors with brand affinity and loyalty, emphasizing the importance of these factors in fostering lasting customer relationships.
Keywords	Customer Response, Artificial Intelligence, Customer Experience
Field	Business Administration
Published In	Volume 6, Issue 5, September-October 2024
Published On	2024-10-18
Cite This	How do customers react to the integration of AI in customer experience - Diya Reddy - IJFMR Volume 6, Issue 5, September-October 2024. DOI 10.36948/ijfmr.2024.v06i05.28954
DOI	https://doi.org/10.36948/ijfmr.2024.v06i05.28954
Short DOI	https://doi.org/g8np8h

View / Download PDF File

E-ISSN 2582-2160

doi

CrossRef DOI is assigned to each research paper published in our journal.

IJFMR DOI prefix is
10.36948/ijfmr

Downloads

Research Paper Format Copyright Permission Form and Undertaking Form Cover Page Vol 6 Isu 6 Cover Page Vol 6 Isu 5 Cover Page Vol 6 Isu 4

All research papers published on this website are licensed under Creative Commons Attribution-ShareAlike 4.0 International License, and all rights belong to their respective authors/researchers.

CC-BY-SA

About IJFMR Fees & Payment Current Issue Publication Archive	Submit Research Paper Track Submission Status Publication Guidelines Publication Ethics Peer Review & Plagiarism	Join as a Reviewer Editors & Reviewers Reviewer Referral Program Get Reviewer Membership Certi.	Website/Journal Policies Usage Policy Content Policies Privacy Policy

Contact Us		+91-9898-5948-55	editor@ijfmr.com

International Journal For Multidisciplinary Research

A Widely Indexed Open Access Peer Reviewed Multidisciplinary Bi-monthly Scholarly International Journal

How do customers react to the integration of AI in customer experience

Share this