Artificial Intelligence and Customer Experiences

Abstract

This study does a systematic literature review to examine the relationship between artificial intelligence (AI) and customer experiences. It analyzes relevant research findings from publications published between 2019 and 2023, using the preferred reporting items for systematic review and meta-analysis (PRISMA) approach. The search was performed in the Web of Science database, with a specific focus on terms such as “customer experience,” “AI,” “user interface,” and “AI recommendations.” For complete examination, a total of 20 papers were chosen. These articles address various elements of AI applications in customer-centric sectors. The study covers a variety of AI applications, such as AI chatbots, service quality in hotels, conversational chatbots, FinTech services, and the profound influence of AI in many industries. The research utilizes a range of frameworks, theories, and models, including technology adoption, service profit chain theory, and the theory of consumer values, in a systematic manner.