The Rise of AI-Powered Voice Assistants: Analyzing Their Transformative Impact on Modern Customer Service Paradigms and Consumer Expectations
Fatin Aqilah Binti Mohamad Roslan
Development Studies, Sultan Idris Education University, Tapah Campus Universiti Pendidikan Sultan Idris, Kampus Tapah, 35400 Tapah Road, Perak, Malaysia.
Norliza Binti Ahmad
Universiti Teknologi MARA, Jasin Campus, Heritage Conservation, Universiti Teknologi MARA, Kampus Jasin, 77000 Jasin, Melaka, Malaysia.
Keywords: AI-powered voice assistants, Consumer expectations, Personalization, Data privacy, Customer service transformation
Abstract
In recent years, the ascendance of AI-powered voice assistants has reshaped the contours of customer service and reset consumer expectations. This research explores these changes, focusing on the transformative effects these digital agents have catalyzed. Initially designed as simple voice response systems, these assistants have evolved to embed sophisticated functionalities like real-time processing, natural language understanding, and machine learning capabilities. Their emergence has ushered in an era of instantaneous responses, eliminating the traditional customer service lag, and they promise an unwavering 24/7 service availability, diverging from the conventional business hours. More significantly, they offer unprecedented levels of personalization by harnessing vast data repositories, adapting to individual user behaviors, preferences, and histories. This has not only enhanced user experience but also redefined cost structures for businesses, presenting opportunities for cost reductions and easy scalability without recurrent training. In tandem with these technological strides, a palpable shift in consumer expectations has surfaced. The contemporary consumer demonstrates reduced patience, spurred by the immediacy AI systems offer. They not only seek swift responses but also hold elevated standards for information accuracy and relevance. Seamless integration across devices and platforms has become a non-negotiable standard, and amidst these conveniences, there's an escalating concern surrounding data privacy and security. Businesses, in turn, face the imperative of substantial investments in technology, recalibration of human agent roles, meticulous data management, and relentless tech updates to align with this dynamic landscape.
Author Biographies
Fatin Aqilah Binti Mohamad Roslan, Development Studies, Sultan Idris Education University, Tapah Campus Universiti Pendidikan Sultan Idris, Kampus Tapah, 35400 Tapah Road, Perak, Malaysia.
Fatin Aqilah Binti Mohamad Roslan
Development Studies, Sultan Idris Education University, Tapah Campus Universiti Pendidikan Sultan Idris, Kampus Tapah, 35400 Tapah Road, Perak, Malaysia.
Norliza Binti Ahmad, Universiti Teknologi MARA, Jasin Campus, Heritage Conservation, Universiti Teknologi MARA, Kampus Jasin, 77000 Jasin, Melaka, Malaysia.
Norliza Binti Ahmad
Universiti Teknologi MARA, Jasin Campus, Heritage Conservation, Universiti Teknologi MARA, Kampus Jasin, 77000 Jasin, Melaka, Malaysia.
