ARTIFICIAL INTELLIGENCE ASSISTANTS IN CUSTOMER EXPERIENCE IN INTELLIGENT SUPPORT AND CARE SYSTEMS

Abstract

Emerging technologies enable the provision of artificial intelligence-based solutions to improve the overall customer experience for various engineering companies. This study aimed to determine the influence of AI assistants on customer experience in Metropolitan Lima. A quantitative, explanatory, non-experimental, and cross-sectional methodology was used with a sample of 377 people to analyze the variables in question and apply statistical techniques to the proposed hypotheses. The results showed a significant influence of the conversational agent's quality dimensions on customer experience. This study concluded that the perceived experience within an environment is 96.1% explained by the behavior of AI assistants due to their technical, semantic, and interactive capabilities in addressing people's needs. Finally, this study contributed to the academic literature by being the first to use DeLone & McLean's Information Systems Success Model in its field.