Abstract
In the current era of rapid technological advancement, businesses must stay abreast of current trends to maintain competitive edge and ensure continued success. Prioritizing customer experience is paramount wherein showcasing a deep commitment to customer-oriented style is the differentiator. The modern marketing technologies give rise to intelligent conversational agents that has revolutionized customer engagement. As technology continues to shape the global business landscape, this study assessed the customer experience through their extent of interaction and challenges encountered in using artificial intelligence (AI) chatbots.Descriptive-quantitative research method was employed using validated survey questionnaire distributed to 258 locals from targeted respondents in the barangays of Las Pinas City who have experiences in interacting with AI-chatbots. The respondents were clustered to smaller groups who are knowledgeable about the topic, experienced using AI Chatbots by top e-commerce shops and are willing to participate. While AI chatbots have the potential to improve customer experience, their limitations and challenges must be addressed to ensure more effective and satisfying customer transactions.
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