Understanding the Role of Conversational AI for Organizations: A Qualitative Study

Abstract

In today's digital landscape, managing customer service, customer satisfaction, and employee work-life balance poses significant challenges for organizations. The rise of SaaS products has heightened the need for effective communication throughout the product lifecycle. This paper investigates the role of conversational AI in enhancing organizational interactions with customers and employees. Conversational AI has the potential to transform customer service, improve satisfaction, streamline operational processes, and support employee efficiency and work-life balance. Conversational AI could significantly alter communication methods and product delivery as the world increasingly shifts towards digitalization, automation, and data-driven decision-making. The study utilizes evidence from reviews, personal correspondence, surveys, and diaries to illustrate how conversational AI can enhance customer service, reduce operational time and costs, and boost overall satisfaction. Data were collected through structured interviews with representatives from ten companies, providing insights based on their industry experience and perspectives. The findings highlight conversational AI's potential benefits and applications in modern business contexts.