Abstract
Customer experience is key to achieving customer engagement and loyalty. Artificial intelligence (AI) permeates in service organisations as a tool to improve customer experience. Reports show that most consumers prefer human interactions with service employees. Drawing on this observation, the current chapter discusses and proposes how customers’ service experiences with employees and AI influence customer engagement and loyalty. Researchers in information technology (IT) field have attempted to fuse human and machine intelligence from technological perspective to enhance operation systems. This chapter takes a different angle and investigates how the emotional intelligence possessed by customers affects their experience with AI and employees and their subsequent engagement. This investigation provides a first look into fusion of human and machine intelligences in the business domain and extends emotional intelligence research into the consumer research to understand its influence on customer behaviours.
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