1237 Published By: Blue Eyes Intelligence Engineering and Sciences Publication Retrieval Number: B3727079220/2020©BEIESP DOI:10.35940/ijrte.B3727.079220 Journal Website: www.ijrte.org Impact of Artificial Intelligence on Customer Experience

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.