Abstract
<p>Over the past decade, chatbots have experienced a significant increase in<br />popularity, especially since the outbreak of COVID-19. In the United Arab<br />Emirates, most businesses have accelerated their digital transformation and<br />are relying on chatbots as a primary way to interact with customers. However,<br />many of these chatbots lack a voice input option for customers. This study<br />investigates the benefits and challenges of incorporating artificial intelligence<br />(AI) voice-enabled chatbots into United Arab Emirates (UAE) businesses and<br />how this impacts customer experience. Qualitative research techniques were<br />used to gather information, and the results demonstrate that implementing AI<br />chatbots with voice input and sentiment analysis features can enhance the<br />customer experience by making it more efficient and convenient.<br />Additionally, the study found that AI chatbots can ultimately save businesses<br />time and money, and while they may reduce the need for human agents, they<br />will not replace them entirely. Finally, an implementation framework and<br />suggestions are provided for businesses that are interested in adopting AI<br />voice-enabled chatbots for customer interactions.</p>
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