Enterprise Adoption Strategies: Effective fra...

Enterprise Adoption Strategies: Effective frameworks for integrating generative AI chatbots into business operations and customer service channels

Author Name : Sushira Somavarapu

ABSTRACT The use of generative AI chatbots in business operations and customer service interfaces has drawn significant interest as businesses seek to enhance customer engagement, automate business processes, and enhance operational efficiency. However, while there is growing interest in using AI-based solutions, there is limited literature on effective frameworks for implementing generative AI chatbots. Previous research has primarily focused on the technical functionality and implementation challenges of AI systems, but there is a clear gap in understanding the strategic frameworks that companies can adopt to implement them. This research seeks to address the gap unearthed by surveying successful models and methods of generative AI chatbot enterprise adoption, specifically in relation to customer service and business processes. Based on a synthesis of the existing knowledge on AI adoption, customer experience, and digital transformation, this research suggests an integrative model that organizations can use to successfully adopt AI chatbots in their processes. It emphasizes the importance of mapping AI technology to organizational goals, selecting the right platforms and tools, training staff, and addressing customer trust and data privacy issues. This study also investigates the leadership and change management aspect in supporting AI adoption and addressing the scalability and flexibility of chatbot solutions in different business contexts. In general, this study provides actionable findings and best practices with the aim of enabling organizations to achieve the full potential of generative AI chatbots and more efficient and customer-centric business processes.