Continued investment in artificial intelligence and its impact on customer satisfaction and more specifically customer behavior
Briffaux, Sasha (2023)
Briffaux, Sasha
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023112030317
https://urn.fi/URN:NBN:fi:amk-2023112030317
Tiivistelmä
The aim of my thesis is to evaluate the impact of the use of Artificial Intelligence on consumers in order to be able to define whether the use of this new type of technology can be an advantage and to know the opportunities to improve the use of AI through customer service in different companies. The perfect example of companies that could use this thesis to improve their skills in the area of Artificial Intelligence related to customer behaviour are companies that have already started to use Artificial Intelligence or companies that want to use AI through different processes to obtain information and as a result are able to find a way to satisfy their customers by knowing their needs and expectations.
To achieve these objectives, I carried out a large amount of research, using qualitative methods in the form of a case study. The theoretical part focused on the basic information needed about Artificial Intelligence over the last few years up to now and for the future and the important knowledge to have to understand this specific subject. I then mention the importance of the consumer in today's businesses and propose a way of creating a real link between two key elements in 2023: consumers at the heart of businesses and artificial intelligence.
As a result of all this research, I've learnt and understood a lot about the impact of continued investment in artificial intelligence on consumer behaviour. First, artificial intelligence is a key technology in our society today, constantly evolving and enabling more and more things. It's a powerful tool with its own advantages and disadvantages, but one that is used by many people and businesses. Thanks to its speed and power, it allows users to save time on certain tasks and, for some, to save money. Then I understood the importance of customers and consumers in a company in 2023. They're not just someone who buys a product or a service, they're also a source of data and advertising.
In the end, this ongoing investment in artificial intelligence means that we can get to know the consumer better thanks to the data we collect using this technology, enabling companies to target their customers more effectively and thus improve customer satisfaction. As mentioned above, a satisfied customer is a source of advertising and money. However, we mustn't overlook the fact that it's complicated to create a real relationship with a customer through AI because, for the moment, it doesn't have feelings.
To achieve these objectives, I carried out a large amount of research, using qualitative methods in the form of a case study. The theoretical part focused on the basic information needed about Artificial Intelligence over the last few years up to now and for the future and the important knowledge to have to understand this specific subject. I then mention the importance of the consumer in today's businesses and propose a way of creating a real link between two key elements in 2023: consumers at the heart of businesses and artificial intelligence.
As a result of all this research, I've learnt and understood a lot about the impact of continued investment in artificial intelligence on consumer behaviour. First, artificial intelligence is a key technology in our society today, constantly evolving and enabling more and more things. It's a powerful tool with its own advantages and disadvantages, but one that is used by many people and businesses. Thanks to its speed and power, it allows users to save time on certain tasks and, for some, to save money. Then I understood the importance of customers and consumers in a company in 2023. They're not just someone who buys a product or a service, they're also a source of data and advertising.
In the end, this ongoing investment in artificial intelligence means that we can get to know the consumer better thanks to the data we collect using this technology, enabling companies to target their customers more effectively and thus improve customer satisfaction. As mentioned above, a satisfied customer is a source of advertising and money. However, we mustn't overlook the fact that it's complicated to create a real relationship with a customer through AI because, for the moment, it doesn't have feelings.
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