Corporate Communication and the Use of Artificial Intelligence in Customer Relations: A Study of Faskari Local Government Area, Katsina State
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- Table of Content: Available
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- NGN 5000
Chapter One: Introduction
1.1 Background of the Study
The integration of Artificial Intelligence (AI) in customer relations has revolutionized corporate communication, enabling organizations to deliver personalized, efficient, and scalable interactions. AI-powered tools such as chatbots, predictive analytics, and customer sentiment analysis have enhanced communication processes, ensuring timely and accurate responses to customer needs. In Faskari Local Government Area, Katsina State, businesses are gradually adopting AI technologies to improve customer relations, but challenges such as lack of awareness, technical expertise, and infrastructure remain prevalent. Studies have shown that organizations leveraging AI in their communication strategies experience improved customer satisfaction and loyalty due to enhanced efficiency and personalization (Abubakar & Yusuf, 2023). This study explores the role of corporate communication in utilizing AI to enhance customer relations, focusing on its benefits, challenges, and implications for businesses in the region.
1.2 Statement of the Problem
Despite the growing adoption of AI in corporate communication globally, businesses in Faskari Local Government Area face significant barriers to effective implementation. These include limited understanding of AI’s potential, inadequate infrastructure, and resistance to technological change. As a result, customer relations processes often remain inefficient and unable to meet modern expectations for responsiveness and personalization. This study investigates how corporate communication strategies can facilitate the effective use of AI in enhancing customer relations and overcoming these challenges.
1.3 Objectives of the Study
- To examine the role of corporate communication in integrating AI into customer relations.
- To identify the challenges businesses face in adopting AI for customer communication.
- To evaluate the impact of AI-driven communication on customer satisfaction and loyalty.
1.4 Research Questions
- How does corporate communication facilitate the integration of AI in customer relations?
- What challenges do businesses in Faskari face in adopting AI for customer communication?
- What is the impact of AI-driven communication on customer satisfaction and loyalty?
1.5 Research Hypotheses
- Corporate communication significantly facilitates the integration of AI in customer relations.
- Businesses face significant challenges in adopting AI for customer communication.
- AI-driven communication positively impacts customer satisfaction and loyalty.
1.6 Significance of the Study
This study contributes to the understanding of how corporate communication can enhance the use of AI in customer relations. It provides insights into the benefits and challenges of AI adoption, offering practical recommendations for businesses in Faskari to improve customer relations through innovative communication strategies.
1.7 Scope and Limitations of the Study
The study focuses on businesses in Faskari Local Government Area, Katsina State, examining the role of corporate communication in utilizing AI for customer relations. It does not extend to other regions or sectors.
1.8 Operational Definition of Terms
- Corporate Communication: The strategic management of information flow within and outside an organization to enhance relationships.
- Artificial Intelligence (AI): Technology enabling machines to perform tasks that typically require human intelligence, such as customer interaction.
- Customer Relations: The process of building and maintaining positive relationships with customers.
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