AI-ENABLED CUSTOMER EXPERIENCE ENHANCEMENT IN BUSINESS

Authors

  • Sunday Tubokirifuruar Tula Department of Accounting, Ignatius Ajuru University of Education, Port-Harcourt Rivers State, Nigeria
  • Azeez Jason Kess-Momoh Ama Zuma Oil & Gas, Lagos, Nigeria
  • Ganiyu Bolawale Omotoye Independent Researcher, Lagos, Nigeria
  • Binaebi Gloria Bello Kings International School, Port-Harcourt, Rivers State, Nigeria
  • Andrew Ifesinachi Daraojimba Department of Information Management, Ahmadu Bello University, Zaria, Nigeria

DOI:

https://doi.org/10.51594/csitrj.v5i2.789

Abstract

This scholarly investigation delves into the transformative impact of Artificial Intelligence (AI) on enhancing customer experience in the business realm. The study's purpose was to meticulously examine the integration, evolution, and strategic implications of AI in business operations, particularly in customer engagement. A comprehensive literature review and detailed case study analysis constituted the core methodology, focusing on peer-reviewed articles and practical examples from diverse business sectors. This approach facilitated a multi-dimensional exploration, capturing both the technological advancements in AI and the associated implementation challenges within various business contexts. Central findings from this research underscore AI's evolution from an emerging technological tool to a fundamental component in customer-centric business strategies. AI's capabilities in personalizing customer interactions, automating support systems, and leveraging predictive analytics have revolutionized business-customer dynamics. However, this evolution is not without its challenges, including data privacy concerns, ethical considerations, and the need for skilled AI expertise. The study concludes that AI is a strategic asset, necessitating thoughtful integration into business models. It emphasizes the importance of a collaborative approach, where AI specialists and industry experts work synergistically to tailor AI solutions to specific business needs. Ethical considerations and maintaining customer trust are highlighted as pivotal in AI deployment strategies. The study recommends continuous innovation, investment in AI infrastructure and talent, and adherence to ethical AI practices. These measures are essential for businesses to enhance customer experiences and drive sustainable growth in the digital age

Keywords: Artificial Intelligence, Customer Experience, Business Strategy, AI Integration, Ethical Considerations.

Published

2024-02-14

How to Cite

Sunday Tubokirifuruar Tula, Azeez Jason Kess-Momoh, Ganiyu Bolawale Omotoye, Binaebi Gloria Bello, & Andrew Ifesinachi Daraojimba. (2024). AI-ENABLED CUSTOMER EXPERIENCE ENHANCEMENT IN BUSINESS. Computer Science & IT Research Journal, 5(2), 365-389. https://doi.org/10.51594/csitrj.v5i2.789

Issue

Section

Articles