Questionnaire

77 Responses 00:35 Average time to complete Active Status

1. What is your age?

18-24 63

25-34 13

35-44 1

45-54 0

55+ 0

2. What is your gender?

Male 62

Female 15

Non-binary/Other 0

3. What is your occupation?

Student 58

Employed 16

Unemployed 3

4. Are you familiar with the concept of Artificial Intelligence (AI)?

Yes 73

No 3

5. How do AI conversation-based agents contribute to customer relationship management (CRM) in the

service sector?

By providing personalized custo… 40

By automating administrative ta… 23

By analyzing customer feedback… 8

All of the above 6

6. What is one way AI conversation-based agents enhance CRM in the service sector?

By improving customer satisfact… 44

By reducing employee turnover 26

By increasing product pricing 2

By decreasing operational effici… 4

7. Which aspect of CRM is primarily influenced by AI conversation-based agents?

Customer acquisition 49

Customer retention 22

Supply chain management 3

Marketing research 3

8. How do AI conversation-based agents aid in improving service quality in CRM?

By providing timely responses t… 57

By generating random response… 15

By ignoring customer feedback 1

By minimizing customer interact… 4

9. How do AI conversation-based agents support personalized customer experiences in CRM?

By providing generic responses … 56

By adapting responses based o… 11

By making customers wait for ex… 5

By refusing to engage with cust… 5

10. What metrics are commonly used to evaluate the impact of AI conversation-based agents on CRM?

Customer satisfaction scores 52

Operational inefficiency levels 17

Employee absenteeism rates 4

Office supplies expenditure 4

11. What factor primarily influences customer acceptance of AI agents in service- related interactions?

Speed of response 47

Complexity of the AI technology 20

Level of personalization 4

Availability of human agents 6

12. Which of the following is a potential benefit of AI agents that could increase customer acceptance?

Decreased reliability on technol… 46

Improved accuracy in responses 23

Limited availability for customer… 3

Higher likelihood of errors in int… 5

13. How does customer familiarity with AI technology impact their acceptance of AI agents in service-related
interactions?

Familiarity increases acceptance 47

Familiarity decreases acceptance 15

Familiarity has no impact on acc… 7

Familiarity leads to confusion 8

14. What role does trust play in customer acceptance of AI agents in service-related interactions?

Trust increases acceptance 47

Trust decreases acceptance 20

Trust is irrelevant to acceptance 6

Trust leads to skepticism 4

15. Which of the following factors could potentially decrease customer acceptance of AI agents?

Transparency in AI usage 47

Consistency in responses 22

Responsiveness to customer ne… 5

Lack of explanation about AI ca… 3

16. How does the perceived impact of AI agents on job security affect customer acceptance?

It increases acceptance due to e… 38

It decreases acceptance due to f… 24

It has no impact on acceptance 8

It leads to indifference towards … 5

17. What role does the quality of interactions with AI agents play in customer acceptance?

Higher quality interactions incre… 44

Lower quality interactions increa… 22

Interaction quality has no impac… 5

Interaction quality leads to conf… 4

18. How do AI agents contribute to improving service quality in customer interactions?

By providing generic responses … 43

By offering personalized assista… 24

By increasing response times to … 4

By minimizing customer engage… 6

19. Which of the following is a key benefit of AI agents in enhancing service quality?

Decreased accuracy in responses 49

Increased customer frustration 17

Consistency in handling custom… 7

Limited access to customer data 4

20. How do AI agents help in resolving customer issues promptly to enhance service quality?

By delaying responses to custo… 51

By providing irrelevant informati… 15

By analyzing data to offer appro… 6

By avoiding customer interactions 4

21. In what way do AI agents contribute to personalized customer experiences to improve service quality?

By ignoring customer preferences 56

By adapting responses based o… 13

By providing the same response… 4

By minimizing customer feedback 4

22. Which aspect of service quality do AI agents primarily focus on improving?

Speed of response? 53

Accuracy of information 15

Level of frustration 5

Complexity of interactions 4