IMPACT OF ARTIFICIAL INTELLIGENCE (AI) ON CUSTOMER SATISFACTION: A REVIEW

Author Name: 1Jaideep Dutta, 2Dr. Swati Saxena

Volume: 01 &  Issue:

Country: India

DOI NO.: 08.2020-25662434 DOI Link: http://www.doi-ds.org/doilink/12.2020-51725245/

Affiliation:

¹Research Scholar, Himalayan University, Faculty of Business Administration,Itanagar, AP,India

²Research Supervisor, Department Of Management, Himalayan University, Itanager AP, India

ABSTRACT

Artificial Intelligence (AI) opened remarkable doors in the fields of industry, especially in the marketing field. The consumer now can enjoy enhance experience through highly customised service and on-demand customer support while keeping timely and valuable processes reduced. This study will examine the role of using AI in the marketing field, more exclusively in the impact of such technology on the customer experience through customer service and after-sale customer support. Also, focus is on providing a consistent customer experience using IVAs. These intelligent machines can take a user-centric approach and work on a broader range of contact channels with the customers such as using apps, call centers, advertisements, and other channels. In conclusion it maybe stated that the implementations of such technology “are the way for insurers to realize the value of AI and seize the viable advantage from-enhanced customer experiences.

Key words: Intelligence, Customer, Satisfaction, Impact, Review.