The Impact of AI-Driven Services on Customer Perceptions and Loyalty in The Mobile Telecommunications Sector

Abstract

Customer service and business operations have significantly changed as a result of the introduction of artificial intelligence in the mobile telecoms industry. The purpose of this study is to investigate how customers perceive artificial intelligence. The primary connection between artificial intelligence technologies and their effects on consumer satisfaction is established by using the secondary research approach, which involves reviewing current literature. The results demonstrate how artificial intelligence improves customer service effectiveness and personalisation, which in turn influences consumer perception. The purpose of this study is to emphasise how crucial it is to strike a balance between ethical concerns and artificial intelligence in order to guarantee client loyalty.