Exploring Determinants That Influence the Usage Intention of AI-Based Customer Services in the UAE

Nasser Abdo Saif Almuraqab (1) , Sajjad M Jasimuddin (2) , Fateh Saci (3)

1 University of Dubaï
2 Kedge BS - Kedge Business School
3 UNIMES - Université de Nîmes

Artificial intelligence (AI) is revolutionizing the way customers interact with organizations and companies. There is a lack of research into AI-enabled customer experiences. Hence, this study aims to use the relevant literature to propose a conceptual framework for how the integration of AI in customer service can lead to an improved AI-enabled customer experience. Five propositions drawn from the reviewed literature present the main factors needed to ensure end users’ acceptance of AI customer service in the United Arab Emirates (UAE). Our theoretical model extends the trust-commitment theory and service quality model, and incorporates perceived problem-solving ability, to address these factors and thereby guide the successful implementation of AI based customer service projects. The paper will help in understanding the key issues surrounding AI customer service applications that may support successful operations.

Keywords: AI; Convenience; Customer Service; Perceived Sacrifice; Service Quality; Trust Commitment Theory

Domains: Business administration; Artificial Intelligence [cs.AI]

Nasser Abdo Saif Almuraqab, Sajjad M Jasimuddin, Fateh Saci. Exploring Determinants That Influence the Usage Intention of AI-Based Customer Services in the UAE. Journal of Global Information Management, 2024, 32 (1), pp.1 - 16. ⟨10.4018/jgim.343308⟩. ⟨hal-04584633⟩