SMART CONVERSATIONAL AI CHATBOT IN OPTIMIZING CUSTOMER SATISFACTION TOWARDS SUSTAINABLE AND SUPERIOR DIGITAL EXPERIENCE

Abstract

The rapid development of artificial intelligence (AI), especially in the form of intelligent conversational AI such as chatbots and voice assistants, has revolutionized the way companies interact with customers. This study examines the strategic role of intelligent conversational AI in optimizing customer satisfaction and creating exceptional digital experiences as a foundation for sustainable business growth. Through a literature review, this study analyzes relevant academic journals, industry reports, and recent case studies to identify the contributions, challenges, and opportunities for implementing this technology in various industries. The study results show that implementing intelligent conversational AI can improve service response, interaction personalization, operational efficiency, and customer trust in brands. However, the successful implementation of this technology is highly dependent on strategic integration, empathy-based conversation design, and data privacy and security. The study concludes that intelligent conversational AI plays a critical role not only as a customer service tool but also as a driver of digital transformation for the competitiveness and sustainability of companies in the digital economy era.