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Transforming Consumer Experience Through ChatGPT: Challenges and Opportunities
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Author(s): Robertas Damaševičius (Vytautas Magnus University, Lithuania)and Ligita Zailskaitė-Jakštė (Kaunas University of Technology, Lithuania)
Copyright: 2024
Pages: 27
Source title:
Leveraging ChatGPT and Artificial Intelligence for Effective Customer Engagement
Source Author(s)/Editor(s): Rohit Bansal (Department of Management Studies, Vaish College of Engineering, Rohtak, India), Abdul Hafaz Ngah (Faculty of Business Economics and Social DevelopmentUniversiti Malaysia Terenganu, Malaysia), Aziza Chakir (FSJES AC, Hassan II University, Casablanca, Morocco)and Nishita Pruthi (Maharshi Dayanand University, India)
DOI: 10.4018/979-8-3693-0815-8.ch008
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Abstract
This chapter analyzes the transformative potential of ChatGPT, an AI-powered tool, in reshaping consumer experience across various industries. It provides an in-depth exploration of how ChatGPT, through its advanced capabilities in natural language processing and machine learning, can enhance consumer engagement, automate repetitive tasks, and deliver personalized responses to complex queries. The chapter also underscores the strategic role of ChatGPT in digital marketing and consumer support. The chapter analyzes ChatGPT-consumer Interaction (CCI), discussing the importance of CCI design patterns, prompt engineering and usability evaluation in creating effective and engaging consumer interactions, and provides a real-life case study. The chapter further discusses the opportunities that ChatGPT presents for businesses. It highlights how the tool can help organizations gain a competitive edge by providing faster, more accurate consumer service, and by leveraging consumer data to inform decision-making and create targeted marketing campaigns.
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