Elevating Customer Experience (CX) in Artificial Intelligence (AI) Era


Authors : Abdullah Zarie; Faisal Aljohani; Mohammed Al-Harbi

Volume/Issue : Volume 9 - 2024, Issue 8 - August

Google Scholar : https://tinyurl.com/48wfjh6k

Scribd : https://tinyurl.com/pjcxtrrb

DOI : https://doi.org/10.38124/ijisrt/IJISRT24AUG1024

Abstract : Artificial Intelligence (AI) is transforming the way businesses interact with customers, and that is leading to elevated Customer Experience (CX). This article is mainly talking about how AI has the positive impacts on businesses and consumers in the era of AI. In addition, it discusses and highlights how the AI modern technologies, such as; Natural Language Processing (NLP), sentiment analysis and predictive analytics are being integrated into customer service to enhance personalized interaction with customers. Furthermore, it shed the light on the AI role for creating more efficient and engaging customer journey through chatbots which automate routine tasks and recommend tailored products.

Keywords : Artificial Intelligence; Customer Experience; Personalization; Virtual Assistants.

References :

  1. Verint (Ed.). (2023). (publication). The 2023 State of Digital Customer Experience Report. Verint Systems Inc. Retrieved August 27, 2024, from https://www.verint.com/wp-content/uploads/2023-state-of-digital-cx-report.pdf.
  2. Kolesnikova, I. (2024, April 4). AI-powered customer sentiment analysis: All you need to know. MindTitan. https://mindtitan.com/resources/blog/customer-sentiment-analysis/
  3. CX Index (Ed.). (n.d.). Why you should introduce NLP to your CX strategy. CX Index. https://cxindex.com/company/blog/why-you-should-introduce-nlp-to-your-cx-strategy/
  4. Hawley, M. (2023, October 2). 10 Ai Customer Experience Statistics You should know about. CMSWire.com. https://www.cmswire.com/customer-experience/10-ai-customer-experience-statistics-you-should-know-about/
  5. K J, J. (n.d.). 10 excellent ways AI will improve customer experience in 2024. SurveySparrow. https://surveysparrow.com/blog/ai-customer-experience/#section3
  6. Wordsworth, J. (2024, January 16). Ai and customer experience: A new era. Anecdote. https://www.anecdoteai.com/blog/ai-and-customer-experience-a-new-era
  7. Customer service suite: Ai Powered Support and Chat Software. Freshworks. (n.d.). https://www.freshworks.com/customer-service-suite/
  8. IBM WATSONX Assistant virtual agent. IBM. (2024, April 3). https://www.ibm.com/products/watsonx-assistant

Artificial Intelligence (AI) is transforming the way businesses interact with customers, and that is leading to elevated Customer Experience (CX). This article is mainly talking about how AI has the positive impacts on businesses and consumers in the era of AI. In addition, it discusses and highlights how the AI modern technologies, such as; Natural Language Processing (NLP), sentiment analysis and predictive analytics are being integrated into customer service to enhance personalized interaction with customers. Furthermore, it shed the light on the AI role for creating more efficient and engaging customer journey through chatbots which automate routine tasks and recommend tailored products.

Keywords : Artificial Intelligence; Customer Experience; Personalization; Virtual Assistants.

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