{"title":"Exploring Determinants That Influence the Usage Intention of AI-Based Customer Services in the UAE","authors":"N. Almuraqab, S. Jasimuddin, F. Saci","doi":"10.4018/jgim.343308","DOIUrl":null,"url":null,"abstract":"Artificial intelligence (AI) is revolutionizing the way customers interact with organizations and companies. There is a lack of research into AI-enabled customer experiences. Hence, this study aims to use the relevant literature to propose a conceptual framework for how the integration of AI in customer service can lead to an improved AI-enabled customer experience. Five propositions drawn from the reviewed literature present the main factors needed to ensure end users' acceptance of AI customer service in the United Arab Emirates (UAE). Our theoretical model extends the trust-commitment theory and service quality model, and incorporates perceived problem-solving ability, to address these factors and thereby guide the successful implementation of AI based customer service projects. The paper will help in understanding the key issues surrounding AI customer service applications that may support successful operations.","PeriodicalId":46306,"journal":{"name":"Journal of Global Information Management","volume":null,"pages":null},"PeriodicalIF":4.5000,"publicationDate":"2024-05-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Global Information Management","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.4018/jgim.343308","RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"INFORMATION SCIENCE & LIBRARY SCIENCE","Score":null,"Total":0}
引用次数: 0
Abstract
Artificial intelligence (AI) is revolutionizing the way customers interact with organizations and companies. There is a lack of research into AI-enabled customer experiences. Hence, this study aims to use the relevant literature to propose a conceptual framework for how the integration of AI in customer service can lead to an improved AI-enabled customer experience. Five propositions drawn from the reviewed literature present the main factors needed to ensure end users' acceptance of AI customer service in the United Arab Emirates (UAE). Our theoretical model extends the trust-commitment theory and service quality model, and incorporates perceived problem-solving ability, to address these factors and thereby guide the successful implementation of AI based customer service projects. The paper will help in understanding the key issues surrounding AI customer service applications that may support successful operations.
期刊介绍：
Authors are encouraged to submit manuscripts that are consistent to the following submission themes: (a) Cross-National Studies. These need not be cross-culture per se. These studies lead to understanding of IT as it leaves one nation and is built/bought/used in another. Generally, these studies bring to light transferability issues and they challenge if practices in one nation transfer. (b) Cross-Cultural Studies. These need not be cross-nation. Cultures could be across regions that share a similar culture. They can also be within nations. These studies lead to understanding of IT as it leaves one culture and is built/bought/used in another. Generally, these studies bring to light transferability issues and they challenge if practices in one culture transfer.
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