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The AI Connection: Transforming Customer Engagement Through Robotics
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Author(s): Pawan Kumar (Graphic Era University (Deemed), India), Mukul Bhatnagar (Graphic Era University (Deemed), India), Bhupinder Pal Singh Chahal (Yorkville University, Canada), Sanjay Taneja (Graphic Era University (Deemed), India)and Larisa Mistrean (Academy of Economic Studies of Moldova, Moldova)
Copyright: 2025
Pages: 22
Source title:
Demystifying Emotion AI, Robotics AI, and Sentiment Analysis in Customer Relationship Management
Source Author(s)/Editor(s): Fazla Rabby (Stanford Institute of Management and Technology, Australia), Nasim Ahmed (The University of Sydney, Australia), Amandeep Sehmi (Canterbury Institute of Management, Australia), Rohit Bansal (Rockford College, Sydney, Australia)and Nishita Pruthi (Asian School of Business, India)
DOI: 10.4018/979-8-3373-1867-7.ch001
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Abstract
This study examines the intricate relationship between perceived usefulness of AI-powered robotics and customer satisfaction, employing a robust methodological framework to unravel the multifaceted dynamics underpinning this interaction, utilizing a meticulously designed survey instrument to capture subjective perceptions through validated Likert-scale measures and analyzing the data via advanced statistical techniques, including correlation and regression modeling, complemented by rigorous diagnostic evaluations to ensure statistical validity and robustness, revealing a significant positive association between the constructs, with perceived usefulness emerging as a pivotal predictor of satisfaction, while residual analyses confirm adherence to regression assumptions, thereby substantiating the reliability of the findings; the results underscore the centrality of technological utility in driving consumer satisfaction, yet highlight the nuanced variability in responses.
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