The possibility of improving the customer experience by adopting products enabled by artificial intelligence / A survey study in the General Company for Electrical and Electronic Industries in Baghdad Governorate

Abstract

This research aims to study the possibility of improving the customer experience through the adoption of products enabled by artificial intelligence. The research, with its variables and contents, came in response to the rapid developments in the fields of industry and technology, and the increasing interest of organizations in integrating artificial intelligence technologies into their manufactured and marketed products. The study relied on a hypothetical model that links the dimensions of artificial intelligence (smart interaction, customization, self-learning, and smart technical support) and the customer experience in its dimensions (ease of use, customer satisfaction, perceived value, and after-sales service). The research used the descriptive analytical approach by using a questionnaire directed to a sample of individuals working in the General Company for Electrical and Electronic Industries in Baghdad Governorate, numbering (60) individuals. Statistical methods were used to extract the values of correlation and influence coefficients. The research concluded with a number of conclusions, the most important of which were: the contribution of these products to creating a more interactive and satisfying customer experience, in addition to the existence of significant correlation and influence relationships between the two variables. In light of the conclusions, practical proposals were presented to the management of the General Company to expand the scope of artificial intelligence applications to serve to enhance the relationship with customers and raise the level of marketing performance. And competitive.