The impact of Artificial Intelligence utilization on customer experience in the telecommunications sector

Abstract

The way businesses handle customer relations and service quality has changed as a result of the increasing integration of artificial intelligence (AI) into telecommunications services. Although AI is frequently acknowledged in the literature as a force for efficiency, responsiveness, and individualized service, research also raises issues with data security, accuracy, and the absence of human empathy. In light of this, the current study examines how AI affects customer experience in the telecom industry, emphasizing effectiveness, satisfaction, and trust. A structured questionnaire given to telecom users serves as the basis for the quantitative design of the study. Both descriptive and inferential methods are used in the processing and analysis of respondent data using IBM SPSS Statistics. The following are the primary research questions: Does AI help make services faster and more dependable? How much do consumers trust AI systems? What connection exists between willingness to accept AI-enabled service interactions and customer satisfaction?

Initial findings indicate that although consumers appreciate AI-based services' speed, availability, and convenience, they also voice concerns about data privacy and the precision of automated responses. These results suggest that while AI can enhance customer satisfaction and service quality, it must be used in conjunction with managerial techniques that foster openness and confidence. With its empirical data and insights into how managers can strategically integrate AI to maximize resources, enhance service quality, and boost customer loyalty, this paper adds to the body of literature already available on how customers perceive AI in telecommunications. Thus, the study fills the gap between theoretical viewpoints and useful suggestions for managing innovation in the telecom sector.

Furthermore, the results highlight that the effectiveness of AI deployment in telecommunications is contingent not only on technical prowess but also on how businesses interact openly with clients and handle security and trust issues.