THE USE OF ARTIFICIAL INTELLIGENCE IN ENHANCING ONLINE CUSTOMER REVIEWS AND FEEDBACK: A CASE STUDY OF JUMIA SERVICES, ABUJA, FCT
- Project Research
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- NGN 5000
Background of the Study
Online customer reviews and feedback are critical in shaping consumer decisions and enhancing business reputations. For e-commerce platforms like Jumia, maintaining a high standard of customer engagement and satisfaction is vital. However, the manual management of customer feedback is often inefficient, leading to delayed responses and unresolved issues.
AI-powered tools, such as natural language processing (NLP) algorithms and sentiment analysis software, are revolutionizing how businesses manage online reviews and feedback. These tools can analyze customer sentiments, categorize feedback, and recommend actionable solutions in real-time. For Jumia Services in Abuja, integrating AI could lead to improved customer satisfaction and operational efficiency.
Statement of the Problem
Jumia Services in Abuja faces challenges in efficiently managing and analyzing the large volume of online customer reviews and feedback it receives. The lack of AI integration in this process limits the company's ability to respond promptly and improve service quality.
Aim and Objectives of the Study
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To evaluate the role of AI in enhancing the management of online customer reviews and feedback.
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To identify the benefits of AI-driven sentiment analysis for Jumia Services.
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To recommend strategies for integrating AI tools in customer feedback management systems.
Research Questions
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How can AI improve the management of online customer reviews and feedback for Jumia Services?
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What are the benefits of AI-driven sentiment analysis in enhancing customer satisfaction?
Research Hypothesis
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AI significantly enhances the efficiency of managing online customer reviews.
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AI-driven sentiment analysis improves the responsiveness of customer service teams.
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The integration of AI tools leads to higher customer satisfaction rates for Jumia Services.
Significance of the Study
This research provides actionable insights into leveraging AI for customer engagement in e-commerce, offering strategic advantages for Jumia and similar businesses in Nigeria.
Scope and Limitation of the Study
The study focuses on the application of AI in managing online reviews and feedback for Jumia Services in Abuja. Limitations include reliance on secondary data and variability in customer feedback platforms.
Definition of Terms
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Online Customer Reviews: Feedback provided by customers about their experiences with a product or service.
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Sentiment Analysis: The use of AI to determine the emotional tone behind customer feedback.
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Artificial Intelligence (AI): Technology that enables machines to perform tasks that typically require human intelligence.
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