Artificial Intelligence Chatbots in Telecommunications : Transforming Customer Service in the Digital Age
Nguyen, Mai (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024112830904
https://urn.fi/URN:NBN:fi:amk-2024112830904
Tiivistelmä
This thesis investigates the role of artificial intelligence in user interfaces, with a focus on how chatbots driven by AI enhance consumer interaction in the digital age. The study assesses how efficiently chatbots expedite customer service, answer frequently asked questions, and enable round-the-clock accessibility by looking at the telecom industry. Using the Technology Acceptance Model (TAM) as a framework, this study examines how Generation Z views automated customer service and their adoption of AI chatbots.
According to the findings of case studies, qualitative interviews, and theoretical research, AI-powered chatbots are very good at answering simple, repetitive inquiries because they reduce wait times and offer quick responses. However, their effectiveness decreases for complex or nuanced problems, sometimes resulting in users becoming frustrated with vague or generic responses. This highlights the need for seamless human-chatbot collaboration to ensure that customers receive timely and appropriate support for their needs.
The study comes to the conclusion that the best way for telecom businesses to improve customer engagement and satisfaction is through a hybrid service model that combines the effectiveness of AI chatbots with the flexibility of human agents. Businesses can further optimize the user experience and maximize the advantages of automated customer support by solving chatbot design restrictions, such as making responses more personalized and enhancing contextual understanding.
According to the findings of case studies, qualitative interviews, and theoretical research, AI-powered chatbots are very good at answering simple, repetitive inquiries because they reduce wait times and offer quick responses. However, their effectiveness decreases for complex or nuanced problems, sometimes resulting in users becoming frustrated with vague or generic responses. This highlights the need for seamless human-chatbot collaboration to ensure that customers receive timely and appropriate support for their needs.
The study comes to the conclusion that the best way for telecom businesses to improve customer engagement and satisfaction is through a hybrid service model that combines the effectiveness of AI chatbots with the flexibility of human agents. Businesses can further optimize the user experience and maximize the advantages of automated customer support by solving chatbot design restrictions, such as making responses more personalized and enhancing contextual understanding.