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Quarterly Journal of Emerging Technologies and Innovations

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Published

2023-08-25

Issue

Vol. 8 No. 3 (2023): QJETI-JULY-AUGUST

Section

Articles

How to Cite

Roslan, F. A. B. M., & Ahmad, N. B. (2023). The Rise of AI-Powered Voice Assistants: Analyzing Their Transformative Impact on Modern Customer Service Paradigms and Consumer Expectations. Quarterly Journal of Emerging Technologies and Innovations, 8(3), 33–64. Retrieved from https://vectoral.org/index.php/QJETI/article/view/19

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.

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Submission Guidelines for the Journal of Quarterly Journal of Emerging Technologies and Innovations (QJETI) General Guidelines:

  1. Article Types: We accept a variety of article types including Original Research Articles, Review Papers, Short Reports, and Opinion Pieces.

  2. Language: Manuscripts must be written in English, and should be clear, concise, and free of jargon.

  3. Length: There is no strict word limit, but Original Research Articles should generally be between 4,000 and 10,000 words, including references.

  4. Formatting: Manuscripts should be submitted as a single Word or LaTeX document, formatted in double-spaced 12-point font.

  5. Abstract: An abstract of 250-300 words is required for all submissions, summarizing the key objectives, methods, findings, and implications of the research.

Manuscript Structure:

  • Title Page: Must include the title, author names, affiliations, and contact information for the corresponding author.

  • Introduction: Provide background, state the problem, and outline objectives.

  • Methods: Detail the methods and tools used in your research.

  • Results: Present the findings of your study.

  • Discussion: Interpret results, discuss their impact, and suggest future research directions.

  • Conclusion: Summarize the main points of the paper.

  • References: Citations should be formatted according to the IEEE/APA style.

Ethical Guidelines:

Authors must ensure that their research adheres to ethical standards and that informed consent has been obtained for any human or animal subjects involved.

Plagiarism:

The Journal of Computational Social Dynamics uses plagiarism detection software. Any manuscript found to include plagiarized content will be rejected.

Peer Review Process:

All submissions undergo a double-blind peer review process. Authors can expect initial feedback within six to eight weeks.

Submission Process:
  1. Prepare your manuscript according to the guidelines.
  2. Submit your manuscript through our online portal.
  3. After submission, you will receive a confirmation email with a manuscript ID for tracking purposes.
Revisions:

If revisions are requested, authors must resubmit the revised manuscript within the specified timeframe.

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The journal has a nominal publication fee, waived for authors who lack funding. Details are available on our website.

For any questions or concerns, please contact the editorial office at editorial@vectoral.org. Thank you for considering QJETI as a venue for your research.

Published by Vectoral Publishing, the Quarterly Journal of Emerging Technologies and Innovations maintains high standards in peer-review and scientific inquiry. Authors who wish to submit manuscripts should adhere to the guidelines detailed on our website, www.vectoral.org/QJETI. Vectoral Publishing does not bear any responsibility for the accuracy of information or for any outcomes related to the use of the research published. For editorial correspondence and submissions, please reach out to editorial@vectoral.org.