The Role of Artificial Intelligence in Customer Service for Small Businesses: A Study of Jigawa State
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- NGN 5000
Background of the Study
Artificial intelligence (AI) is revolutionizing industries globally, with customer service being one of the most impacted areas. AI technologies, such as chatbots, virtual assistants, and customer relationship management tools, enhance efficiency by streamlining processes and personalizing customer experiences (Adeoye & Ibrahim, 2023). For small businesses, AI can help bridge the gap between limited resources and high customer expectations.
In Jigawa State, small businesses play a significant role in the local economy, yet many struggle to meet customer service demands due to limited manpower and technical expertise. The adoption of AI tools could provide a cost-effective solution, improving responsiveness and customer satisfaction. However, challenges such as lack of awareness, cost barriers, and technological infrastructure have slowed AI adoption in the region (Usman & Yusuf, 2024).
This study examines the role of AI in enhancing customer service for small businesses in Jigawa State, exploring the potential benefits and barriers to adoption.
Statement of the Problem
Small businesses in Jigawa State face significant challenges in delivering efficient customer service due to resource constraints and a lack of access to advanced technologies. While AI has the potential to transform customer service, its adoption remains low in the region. Many small businesses are unaware of the benefits of AI or lack the skills and infrastructure to implement it effectively.
Research by Musa and Adebayo (2023) highlights that businesses using AI for customer service experience improved customer satisfaction and operational efficiency. However, there is limited research on how AI can be leveraged by small businesses in Jigawa State. This study seeks to address this gap by exploring the role of AI in enhancing customer service.
Objectives of the Study
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To examine the level of AI adoption in customer service among small businesses in Jigawa State.
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To assess the impact of AI on customer service efficiency and satisfaction.
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To identify barriers to AI adoption and recommend strategies for overcoming them.
Research Questions
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To what extent have small businesses in Jigawa State adopted AI for customer service?
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How does AI improve customer service efficiency and satisfaction?
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What are the barriers to AI adoption, and how can they be addressed?
Research Hypotheses
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AI adoption significantly improves customer service efficiency in small businesses.
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Small businesses using AI report higher levels of customer satisfaction.
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Lack of infrastructure and awareness are major barriers to AI adoption in Jigawa State.
Scope and Limitations of the Study
The study focuses on small businesses in Jigawa State, specifically analyzing the role of AI in customer service. It does not include other business sectors or regions. Limitations include varying levels of technological literacy and the availability of AI tools in the region.
Definitions of Terms
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Artificial Intelligence (AI): Technology that enables machines to simulate human intelligence and perform tasks such as decision-making and problem-solving.
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Customer Service: The assistance and advice provided by a business to its customers before, during, and after a purchase.
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Small Businesses: Enterprises with limited resources, typically employing fewer than 50 people.
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