Enhancing Supply Chain Resilience Through AI Chatbot Service Quality

Abstract

This study develops a methodology to investigate how consumer perceptions of supply chain resilience—with a particular emphasis on agility and responsiveness—relate to AI Chatbot usability and responsiveness. In order to extract important themes and constructs, the process is predicated on a thorough literature review, which methodically finds and analyzes pertinent academic articles, conference papers, and scholarly publications. According to the research, better AI Chatbot usability and responsiveness can increase client loyalty and happiness, which strengthens the supply chain. This demonstrates how AI Chatbots may promote responsiveness and agility, two essential components of supply chain resilience. The study is constrained by its conceptual nature, though, as it serves as the foundation for the empirical validation of the suggested framework. Future studies should use both quantitative and qualitative approaches to evaluate and improve the framework empirically in order to gain a better understanding of the relationships between supply chain resilience and AI Chatbot interactions. This study's practical implications include giving businesses strategic insights into using AI Chatbots to boost supply chain efficiency and customer engagement. In particular, companies can utilize the framework to create chatbot functionalities that enhance customer experiences in the event of supply chain interruptions, hence augmenting overall resilience. Additionally, this study fills in gaps in the literature by providing a methodical framework for comprehending how supply chain resilience and AI-driven customer service interact. It encourages businesses to use AI technology into their operations in order to successfully manage supply chain uncertainties and satisfy changing customer expectations by providing a theoretical framework for future study and implementation.