Exploring the impacts of using the artificial intelligence voice-enabled chatbots on customers interactions in the United Arab Emirates

Asad Abdo, Shafiz Mohd Yusof


Over the past decade, chatbots have experienced a significant increase in
popularity, especially since the outbreak of COVID-19. In the United Arab
Emirates, most businesses have accelerated their digital transformation and
are relying on chatbots as a primary way to interact with customers. However,
many of these chatbots lack a voice input option for customers. This study
investigates the benefits and challenges of incorporating artificial intelligence
(AI) voice-enabled chatbots into United Arab Emirates (UAE) businesses and
how this impacts customer experience. Qualitative research techniques were
used to gather information, and the results demonstrate that implementing AI
chatbots with voice input and sentiment analysis features can enhance the
customer experience by making it more efficient and convenient.
Additionally, the study found that AI chatbots can ultimately save businesses
time and money, and while they may reduce the need for human agents, they
will not replace them entirely. Finally, an implementation framework and
suggestions are provided for businesses that are interested in adopting AI
voice-enabled chatbots for customer interactions.


Artificial intelligence; Chatbots; Cognitive services; Customer experience Customer interaction; Sentiment analysis; Voice chatbots

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DOI: http://doi.org/10.11591/ijai.v12.i4.pp1920-1927


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IAES International Journal of Artificial Intelligence (IJ-AI)
ISSN/e-ISSN 2089-4872/2252-8938 
This journal is published by the Institute of Advanced Engineering and Science (IAES) in collaboration with Intelektual Pustaka Media Utama (IPMU).

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