AI and Service Robots in the B2C Domain
Mohammad Tari, Morvarid Nikfarjam · International Journal of Research Publication and Reviews · 2024
The integration of artificial intelligence (AI) and service robots in the business-to-consumer (B2C) domain is significantly transforming business operations and customer interactions.AI technologies, including machine learning and natural language processing, along with service robots such as customer service bots and delivery drones, are enhancing customer experiences and operational efficiencies across various industries, including retail, hospitality, and healthcare.This research investigates the impact of AI and service robots on consumer behavior and business operations in the B2C sector.The study addresses four key research questions: (1) What are the current applications of AI and service robots in the B2C domain?(2) How do consumers perceive and interact with AI and service robots?(3) What are the operational and strategic impacts of AI and service robots on businesses?(4) What are the emerging trends and future directions for AI and service robots in the B2C sector?A mixed-methods research design was employed, combining quantitative surveys of 500 consumers with qualitative interviews of 20 industry experts and business managers.Additionally, case studies of five businesses that have successfully integrated AI and service robots were analyzed.The key findings are as follows:Consumer Perspectives: There is a high perceived usefulness and convenience of AI and service robots among consumers, though significant concerns about trust and data security persist.Younger consumers exhibit more comfort with service robots compared to older consumers.Business Impacts: AI and service robots have led to substantial operational efficiencies and cost savings, enhanced customer service, and personalized experiences.However, businesses face challenges related to high initial investments and technical complexities. Statistical Analysis:There is a positive correlation between perceived usefulness and overall satisfaction with AI and service robots.Significant predictors of consumer trust include perceived security and transparency.The study highlights the need to address trust and security issues to enhance consumer acceptance of AI and service robots.Businesses should prioritize transparency and data protection, and develop targeted strategies to increase comfort levels among older consumers.Future research should focus on the adoption of these technologies in emerging markets and consider the ethical implications of AI and service robots.