Author: Dr. Abhishek Srivastava & Dr. Prabha Kiran & Prof. (Dr.) Alok Kumar & Prof. (Dr.) Sudhanshu Verma
DOI Link :: : https://doi-ds.org/doilink/05.2024-41251821/BIJMRD/Vol -1 / 2 /Jan-2024/A7
Abstract: In the future, artificial intelligence (AI) is likely to substantially change both marketing strategies and customer behaviours. Building from not only extant research but also extensive interactions with practice, the authors propose a multidimensional framework for understanding the impact of AI involving intelligence levels, task types, and whether AI is embedded in a robot. Ideally, a two-way conversation is supposed to be a good customer interaction and content is the primary tool for brands to facilitate and sustain the conversations. Businesses may communicate with clients on a variety of platforms, such as email, vlogs, social media, community forums and more. With the use of artificial intelligence one can suddenly predict future actions, suggested products and enrich the conversation to deliver something better to consumers than the products and services alone. The convergence of Artificial Intelligence (AI) and customer experience management has ushered in a new era in which businesses can anticipate and meet customer needs with unprecedented precision. This research paper explores the evolving responsibilities of AI in forecasting and shaping customer experiences. We examine the current state of AI applications in customer experience, forecast its future roles, and delve into the implications for businesses and consumers. It will also make recommendations for more customised services to the consumers, which can have an effect on their overall interactions under variety of businesses.
Keywords: AI and customer experience, transforming customer experiences, investigating customers