Exploring Determinants That Influence the Usage Intention of AI-Based Customer Services in the UAE

IF 4.5 3区管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE

Journal of Global Information Management Pub Date : 2024-05-07 DOI:10.4018/jgim.343308

N. Almuraqab, S. Jasimuddin, F. Saci

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.

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探索影响阿联酋人工智能客户服务使用意向的决定因素

人工智能（AI）正在彻底改变客户与组织和公司的互动方式。目前还缺乏对人工智能客户体验的研究。因此，本研究旨在利用相关文献提出一个概念框架，说明如何将人工智能融入客户服务，从而改善人工智能客户体验。从所查阅的文献中得出的五个命题提出了确保阿拉伯联合酋长国（UAE）最终用户接受人工智能客户服务所需的主要因素。我们的理论模型扩展了信任-承诺理论和服务质量模型，并纳入了感知问题解决能力，以解决这些因素，从而指导基于人工智能的客户服务项目的成功实施。本文将有助于理解围绕人工智能客户服务应用的关键问题，从而为成功运营提供支持。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Global Information Management INFORMATION SCIENCE & LIBRARY SCIENCE-

CiteScore

5.80

自引率

14.90%

发文量

118

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.