The Role of AI Enabled Chatbots in Omnichannel Customer Service
Samadrita Ghosh, Stephanie Ness, Shruti Salunkhe
Journal of Engineering Research and Reports · pp. 327–345 · Published 2 Jun 2024
10.9734/jerr/2024/v26i61184Abstract
Currently, organizations are progressively embracing artificial intelligence (AI) and chatbots to transform omnichannel customer service in the modern digital age. This study examines the revolutionary impact of artificial intelligence (AI) and chatbots in providing seamless, personalized, and efficient consumer experiences across various communication channels. AI technology, such as machine learning and natural language processing, enable organizations to analyze large volumes of data, predict client requirements, and offer immediate support. Chatbots, functioning as artificial intelligence-powered virtual assistants, have a key function in interacting with customers through natural language conversations and providing immediate assistance through several channels, including websites, mobile apps, and messaging platforms. Through the utilization of artificial intelligence (AI) and chatbots, organizations may optimize efficiency, responsiveness, and personalization in consumer interactions, resulting in heightened satisfaction and loyalty. Nevertheless, the implementation of AI and chatbots in omnichannel customer service also gives rise to ethical concerns, including data protection, transparency, and fairness, which need to be resolved in order to guarantee appropriate utilization of these technologies. Notwithstanding these difficulties, the capacity of AI and chatbots to revolutionize the customer service industry is unquestionable, providing organizations with novel prospects to distinguish themselves and provide extraordinary experiences in the digital era. This article offers valuable insights into the developing patterns, difficulties, and possibilities linked to AI and chatbots in Omnichannel customer service. It emphasizes the revolutionary influence of these technologies on the future of managing customer experience.
Cited by 32
Bunga Laelatul Muna, Sudianto Sudianto, Muhammad Lulu Latif Usman · 2025 International Conference on Smart Computing, IoT and Machine Learning (SIML) · 2025
Urvashi Kumari, Jyoti Prakash · Managing the Smart Revolution in Travel, Tourism and Hospitality · 2025
Raed Awashreh, Ahmed Aboeisheh · Advances in Computational Intelligence and Robotics · 2025
Jagmeet Singh · 2025 Computing, Communications and IoT Applications (ComComAp) · 2025
Mostafa Shaban, Yasmine M. Osman, Nermen Abdelfatah Mohamed · BMC Nursing · 2025
Namita Sharma, Urvashi Tandon · Information Discovery and Delivery · 2025
Ioana Alexandra Todericiu · Acta Universitatis Sapientiae, Informatica · 2025
Huy Truong Quang, Rajkishore Nayak, Rudrajeet Pal · Springer Series in Fashion Business · 2025
Shweta Pandey, Deepak Chawla, Sandeep Puri · International Journal of Bank Marketing · 2026
Kumaran Kanapathipillai, Ooi Fu Nian, Chai Pei Yi · European Journal of Management and Marketing Studies · 2024
Showing 20 of 32 known citations — external sources report more than can currently be individually listed.
Related research
- The Impact/Role of Artificial Intelligence in Anesthesia: Remote Pre-Operative Assessment and Perioperative — shares topic coverage
- Detecting Dental Caries through Captured Images Using the Machine Learning Technology Teachable Machine — shares topic coverage
- Harnessing Artificial Intelligence in Healthcare Analytics: From Diagnosis to Treatment Optimization — shares topic coverage
- Diagnostic Accuracy of Artificial Intelligence for Breast Cancer Detection: A Systematic Review — shares topic coverage
- Artificial Intelligence in the Analysis of the Fetal Genome in Utero: A Critical Review of Current Paradigms, Clinical Utility and Future Horizons — shares topic coverage
Article metrics
Real usage data collected on this platform.
48
Page views
0
PDF downloads
4
Outbound clicks
32
Citations
Views over time
Views by country
Approximate, from request IP at view time — not citizenship or institution. Countries with fewer than 5 views are grouped as "Other".
Traffic sources
Referring site, by host.
Views and downloads exclude known bots/crawlers. Citations combines this platform's own DOI-resolved index with each external source's own reported total — see Cited by above for individually listed citing works. Last refreshed 0 seconds ago.