Impact of Artificial Intelligence on Customer Experience
Bipasha Rajkhowa1, Aniket Das2
1Bipasha Rajkhowa , Student, Symbiosis Institute of Digital & Telecom Management, Symbiosis International (Deemed University), Pune, India.
2Aniket Das, Student, Symbiosis Institute of Digital & Telecom Management, Symbiosis International (Deemed University), Pune, India.
Manuscript received on May 25, 2020. | Revised Manuscript received on June 29, 2020. | Manuscript published on July 30, 2020. | PP: 1237-1242 | Volume-9 Issue-2, July 2020. | Retrieval Number: B3727079220/2020©BEIESP | DOI: 10.35940/ijrte.B3727.079220
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: With the increasing competition in the market today, the customers have a variety of options to choose from. The biggest challenge faced today by any business is to understand and deliver the exact requirements of the customers to retain the existing customer base and acquire new customers. The key to this is meeting and surpassing customer expectations leading to the goal of customer satisfaction through enhanced customer experiences. Upcoming technologies like Artificial Intelligence provide widespread opportunities to understand dynamic customer behavior and trends. However, not much exploration is done in academic research as to what factors primarily impact customer experience and the emerging significance of AI in this domain. Hence, the objective of this study is to understand the impact of artificial intelligence on customer experience. The paper adopts a quantitative approach wherein a survey was conducted across 207 participants to understand the impact of AI-enabled chatbots to deliver better personalization, quality of service, and hassle-free service to achieve better customer experience. The study provides implications to academicians as it contributes to the literature on the impact of AI on customer experience, helps practitioners in exploring and analyzing the various useful aspects of such emerging technologies in reshaping market trends, the companies and the society at large by providing a better experience to the customers, thus enabling a healthier customer relationship.
Keywords: Artificial Intelligence, Customer Experience, Chatbots, Hassle free service, Personalization, Quality of Service.