globusjournal

The prominence of Artificial Intelligence has pervaded practically every facet of modern life. Incorporated into multitudinous industries, AI has revolutionized the way businesses operate. It has helped organizations streamline operations, optimize processes, and maximize productivity from manufacturing to healthcare. In a people-oriented industry, including tourism and hospitality, AI can be perceived as favorable or disadvantageous depending on the customer’s viewpoint and set of experiences. Before this study, customers’ satisfaction with AI-powered bots had yet to be sure. Ergo, this paper aimed to determine the significant relationship between AI-powered bots and customer satisfaction in a people-oriented industry by assessing the responses of one hundred individuals in Malolos obtained in the survey questionnaire. The respondents have had interactions with AI-powered bots and were surveyed regarding the needs sufficiently provided by AI-powered bots, their poor qualities, and their impacts, benefits, and effectiveness in customer service. Using Pearson’s Correlation Coefficient, the relationship between the variables was determined, having the interpretation of a moderate positive correlation. The results of this research will be used to educate the local community and help establishments and businesses within the service industry comprehend the edge of well-equipped bots and how they can meet and satisfy the demands and expectations of customers. On top of that, the findings served as a foundation to make the Philippines’ tourism sector more globally competitive by investing in cutting-edge technology and exceptional customer service.

Keywords: Artificial Intelligence, AI-Powered Bots, Technology, Customer Satisfaction, Customer Service.