Conversational AI: Enhancing Customer Engagement and Support

Abstract

Conversational AI represents a technological advancement enabling AI systems, like Chatbots, to engage with people in a human-like manner. It facilitates seamless communication between humans and computers by bridging the gap between human language and computer language. Recent industry reports suggest that over 80% of businesses are contemplating integrating chatbots within the next five years. While many service providers already employ chatbots, the focus has primarily been on cost-saving and automation to replace some human service interactions. However, there remains a lack of understanding regarding the mechanisms and processes of value co-creation facilitated by AI. While scholars acknowledge that AI technology profoundly impacts human activities and resources, our current understanding of the interaction between humans and AI in value co-creation is insufficient. Therefore, this study aims to delve into the interface between AI and customers, analyzing the various factors pivotal in enhancing customer satisfaction