“Artificial intelligence technologies in Egyptian telecommunications companies and its role in customer relationship management" field study

Document Type : Original Article

Author

Sohag university- faculty of arts - mass media department

Abstract

The problem of the study was to find out the impact of the Egyptian telecom companies' use of artificial intelligence techniques in customer relationship management, aimed to monitor, analyze and interpret the extent to which customers of telecom companies in Egypt benefit from the artificial intelligence techniques used by these companies in managing customer relations, and to evaluate the importance of success of telecom companies in using artificial intelligence techniques in managing customer relationships in its various dimensions (the degree of adoption of effective communication - the degree of adoption of investment in the relationship - The degree of customer satisfaction with the services provided - The degree of customer loyalty to the company - The mental image of the company among customers) It was applied to a quota sample of 300 individuals representing the Egyptian society, and it relied on the electronic questionnaire and reached several results, the most important of which is the study that the sample individuals have positive attitudes towards artificial intelligence techniques Which are used by telecom companies, through which they feel cooperation, and provide them with immediate information when there are new services for them, and the study also revealed that artificial intelligence applications have contributed significantly to managing customer relations in telecom companies in their various dimensions.

Keywords

Main Subjects

References

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