ARTIFICIAL INTELLIGENCE ASSISTANTS IN CUSTOMER EXPERIENCE IN INTELLIGENT SUPPORT AND CARE SYSTEMS

Lizet Choque Diaz M.; Medina Gamero A. · Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology (2026) · DOI: 10.18687/laccei2026.1.1.1082

Resumen

Emerging technologies enable the provision of artificial intelligence-based solutions that enhance customers' overall perceptions of IT services engineering companies. This study aimed to determine the influence of artificial intelligence assistants on customer experience in Metropolitan Lima. A quantitative, explanatory, non-experimental, and cross-sectional methodology was used with a sample of 377 customers to analyze the variables in question and apply statistical techniques to the proposed hypotheses. The results showed a significant influence of the conversational agent's quality dimensions on customer experience. This study concluded that the perceived experience within a business environment is 96.1% explained by the behavior of artificial intelligence assistants due to their technical, semantic, and interactive capabilities to address customer needs. Finally, this study contributed to the academic literature by being the first to adopt DeLone & McLean's Information Systems Success Model within its research field.

Instituciones: Universidad Privada del Norte