The Role of Artificial Intelligence in Transforming Customer Experience in the Service Industry in Nigeria
Mbachukwu Maryjane Adaobi, Mwakawaza Nyangu, Huang Soon Fook · International Journal of Academic Research in Business and Social Sciences · 2024
The service industry in Nigeria is crucial to the development of the economy due to the fact it encompasses sectors that spur a lot of economic activities, leading to job creations across the different sectors including hospitality and tourism, retail, healthcare, financial services, information technology services, professional services, as well as education and training. The aim of this research is to investigate the role of Artificial Intelligence in transforming customer experience in the service industry in Nigeria. The approach of data collection is through systemic literature review from related research paper on the domain research area. The service industry’s aim is to transform customer experience to its full potential, integrating different technologies, most importantly Artificial Intelligence (AI). The integration of AI in the service industry has totally transformed has seamlessly transformed customers experienced in the service industry, as well as most of the sectors that comes with the industry. The concept of Artificial Intelligence replicates human intelligence in machines, allowing them to perform tasks that usually need human cognition. The integration of AI in different sectors of the service industry is not widespread. The benefits of integration of AI into service industry to transform customer experience includes automation, decision making, personalization, cost saving and innovation. The Challenges entails ethical concerns, lack of transparency, data quality and accessibility, job displacement and workforce changes, as well as security risk. The impact of AI on transforming customer experience in the service industry is demonstrated in automation, enhanced customer insight, operational efficiency, personalization, and predictive analysis. The industries within the service industry that the AI has really impacted include retail, hospitality, healthcare, banking and finance, as well as telecommunication